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Senior Manager

EXL

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0-15 Years
25 days ago
26 Viewed
2 Applied

Job Description

Job Description

Position Title, Responsibility Level

Senior Manager: Training & Quality

Function

Blended (Voice, Email, Chat & back office)

Reports to

AVP

Permanent/ Temporary

Permanent

Span of Control

N/A

Location

Pune, India

Basic Function

  • Develop and implement training programs for frontline staff in a blended contact centre.
  • Ensure high-quality service delivery across various communication channels.
  • Collaborate with leaders to identify needs and drive continuous improvement.
  • Mentor and support team members to foster a culture of learning.
  • Provide expertise and recommendations to support organizational goals.

Essential Functions

As a Senior Manager Training & Quality, you will play a pivotal role in optimizing the performance of our contact centre operations. You will be responsible for designing, implementing, and managing comprehensive training programs to develop the skills and knowledge of our frontline staff, as well as overseeing quality assurance processes to maintain service excellence across all communication channels and back-office functions.

Skills

Technical Skills

  • Proficiency in learning management systems (LMS), quality monitoring tools, and other relevant technology platforms.
  • Six Sigma Professional
  • Well-versed with DMAIC process improvement methodology
  • Have completed at least 1 Green-Belt project as project lead.
  • Well versed with advance functions of Microsoft Office (Word, Excel, PowerPoint, Outlook)

Process Specific Skills

Training Program Development:

  • Collaborate with stakeholders to identify training needs and objectives.
  • Design and update training materials in alignment with organizational goals.
  • Conduct engaging training sessions and monitor participant progress.
  • Provide timely feedback and coaching to enhance performance.

Quality Assurance And Performance Management

  • Develop robust quality assurance frameworks to evaluate service delivery.
  • Regularly assess performance and identify areas for improvement.
  • Implement corrective actions to address identified deficiencies.
  • Generate and present performance reports to relevant stakeholders.
  • Planning and execution of projects; managing process improvement initiatives and idea generation / evaluation.
  • Support Business decision with data analytics - add value to process with continuous improvement.
  • Facilitate sharing of best practices from within and outside the organization, implement and drive performance benchmarking.
  • Managing QCAs, their work and performance management.

Stakeholder Engagement And Collaboration

  • Collaborate effectively with cross-functional teams to ensure alignment.
  • Support HR initiatives related to talent management and development.
  • Serve as a trusted advisor on training and quality-related matters within the organization.
  • Data analysis & insights sharing.
  • Proficient in Stakeholder management and People Management, to ensure improvement initiatives are driven till logical closure.
  • Drive quality initiatives to ensure superior service delivery by meeting / exceeding customer and stakeholders requirements.
  • Satisfactory completion for Internal Corporate Audits and External audits.

Soft Skills (Desired)

  • Excellent written and verbal communication skills. Strong critical thinking skills and attention to detail.

Preferably a C1 CEF level

Soft Skills (Minimum)

At least a B2 CEF level

Education Requirements

Required Qualifications

  • Bachelor's degree in business administration, Human Resources, Education, or a related field. Master's degree preferred.
  • Proven experience (15 years) in training and quality management within a blended contact centre environment, preferably in the customer service industry.
  • Strong understanding of contact centre operations, including call handling, email management, chat support, and back-office processes.
  • Demonstrated expertise in instructional design, adult learning principles, and training delivery methodologies.
  • Excellent analytical skills with the ability to interpret data, identify trends, and develop actionable insights.
  • Exceptional communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
  • Strong leadership capabilities, with a track record of building and managing high-performing teams.

Preferred Qualifications

  • Certifications such as Six Sigma Black-Belt, Certified Professional in Learning and Performance (CPLP) or Certified Customer Experience Professional (CCXP) are a plus.

Work Experience Requirements

  • Minimum 15 years of total work experience
  • Customer service experience preferred

Acknowledgement

(acknowledge that the information contained in this document is factual and complete)

___________________________________ ___________________________________________ ____________________________

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Last Updated: 25-05-2024 11:06:24 AM
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