Corporate Training Manager

5-8 years
500000 - 800000 INR
2 months ago 127 Applied
Job Description

Customer Service:

* Drive Customer Excellence for Omnichannel.

* Design and deliver best in class training programs for Customer Service representatives, Supervisors and Leaders.

* Design a training curriculum and role play exercises on service level standards.

* Assess the effectiveness of customer service training programs.

Refresher & NPRO:

* Coordinate with Stakeholders to identify the new process and refresher training requirements.

* Identify mechanism to track the effectiveness of the agreed programs and share with the Process Excellence team.

* Coordinate with Process Excellence team to publish the completion and effectiveness of the agreed programs.

Train the trainer:

* Conduct regular train the trainer programs for on new content.

* Conduct train the trainer program on the refresher and new process requirement as per business requirement

Content:

* Ensure updated content is available for the trainers.

* Create lesson plan and ppts for each role.

* Assess the content on regular basis and update it accordingly.

* Coordinate with the Digital Learning team to assess newer ways of training.

* Making content available for the Digital Learning team.

* Create, evaluate, and assess effectiveness and quality of training materials and content.

Measuring Training Effectiveness:

* Coordinate with Stakeholders to devise mechanisms to evaluate effectiveness for each role as per Kirkpatrick Model.

* Share the mechanism of evaluating it with the Process Excellence team.

* Share parameters on auditing the trainings conducted with Process Excellence team.

* Track and monitor them as per agreed timelines.

* Coordinate with Process Excellence team to publish the completion and effectiveness of the agreed programs.

* Define future needs by reviewing and analyzing training and business performance metrics

Coordination with Stakeholders:

* Collaborate with managers to define training needs of their teams and execute it.

* Coordinate with stakeholders to share weekly and monthly training progress.

* Coordinate with stakeholders to identify training requirements new process & refresher.

* Keep the stakeholder updated with the training content.

Solving Training Related Problems:

* Identify training related problems and solving them with innovative ideas.

* Analyze training data, recurring patterns to identify business problems and solve with new and innovative ideas.

* Discuss, brainstorm and pitch ideas to the relevant stakeholders and effectively devise a plan of action to solve the issue with the learning strategy.

* Implement the learning strategy for respective LOBs and ensure to train all the members responsible.

* Ensure to increase the efficiency of the existing processes post implementation of new ideas and strategies.

Education

Bachelor of Arts (B.A)
Bachelor of Business Administration (B.B.A)
Bachelor Of Computer Application (B.C.A)
Bachelor of Commerce (B.Com)
Bachelor Of Technology (B.Tech/B.E)
Bachelor of Education (B.Ed)
Bachelor of Science (B.Sc)
Masters in Arts (M.A)
Master OF Business Administration (M.B.A)
Master in Computer Application (M.C.A)
Master of Commerce (M.Com)
Master of Education (M.Ed)
Masters in Technology (M.Tech/M.E)
Post Graduate Diploma in Computer Applications (PGDCA)
PGDM
Post Graduate Programme in Management for Executives (PGPX)

India’s largest online food and grocery store, offering services to PAN India.

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