Job details
Job type full-time
Full job description
Description -
The training centre of excellence (coe) team seeks a program manager to plan and create customer obsession culture through best-in-class customer experienceThe role will be responsible to drive learning solutions, design and implement framework to drive business goalsDesign and implement cross skill competency matrix to support the business team to effectively utilize the resources across various functions and improve operational efficiencyThis role will drive training readiness at global level and will work with ops leaders and cross functional teams for the implementation.
Key responsibilities:
Partner with sbms/partner sites on npi training readiness for contact centres
Design and develop training content to meet the training needs
Keep abreast of training trends, developments, and best practices
Effectively communicate with team members, trainers, and management
Partner with account managers to drive training readiness on footprint and special projects
Collaborate with other teams like ww training teams, ats teams, process engineering team, functional training teams on training projects
Deliver soft skills, technical and process training for agents and tech leads as and when needed
Education and experience:
Bachelor`s degree with 3+ years of related experience
Experience working on training delivery
Strong verbal and written communication skills.
Demonstrated program management ability, proven experience planning and executing
Critical thinker with innovative problem-solving skills
Fluency in all microsoft office applications, with excellent powerpoint skills.
Additional languages like spanish/german/french will be an added advantage
Knowledge and skills:
Highly developed collaboration, relationship building, and communication skills in a highly matrix environment both internal to customer support and outside customer support organization
Plan, organize and prioritize multiple assignments and learning initiatives.
Excellent communication and presentation skills
Work independently and in a team environment to achieve goals
Key competencies in using judgment, problem resolution, team building, negotiation, and decision-making skills
Sme in soft skills, technical, process and tools
Ability to work under tight deadlines and manage multiple/detail-oriented tasks.
Strong knowledge on data and reports from global reporting and medallia
Customize learning content to suit theatre target audience in consultation with operations teams.
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Posted 4 days ago
