- Performance Analysis & Enhancement: Actively measure and enhance the efficiency of onboarding and training processes through the implementation of key performance indicators (KPIs) and objectives and key results (OKRs) to deepen business insights.
- Training Program Development: Design and execute comprehensive training programs, derived from meticulous training needs analysis, and evaluate their effectiveness through detailed post-training assessments.
- Quality Assurance and Compliance: Regularly conduct Quality, Operational Performance Plan (OPP), and performance evaluations to ensure adherence to established processes and standard operating procedures.
- Performance Feedback: Provide targeted feedback to training supervisors & trainers through personalized coaching sessions, pinpointing areas for development to elevate performance levels.
- Process Improvement: Collaborate with the Customer Service Operations Manager to refine and update customer service metrics, processes, and procedures.
- Knowledge Management: Oversee the Customer Service Knowledge Base, conducting regular audits and quality checks to maintain high standards.
- Complaint Handling: Efficiently address and resolve client-related training grievances.
- Reporting and Escalation: Compile regular reports on findings and escalate any discrepancies or issues to the Operations Manager/client for the formulation of corrective action plans.
- Learning Program Development: Swiftly develop blended learning programs targeting key management skills, ensuring they are aligned with organizational goals.
- Development Needs Analysis: Proactively identify individual and group development needs, aligning training initiatives with these requirements.
- Engagement and Credibility: Establish and maintain trust and credibility with all levels of staff, acting as a neutral mediator in conflict situations related to learning.
Training Program Design:
- Collaborate with department heads to tailor training to specific role requirements.
- Craft engaging training materials including e-learning, presentations, and practical exercises.
- Implement and manage a performance management dashboard to monitor and assess employee progress.
- Facilitate individual career development discussions, encouraging continuous personal and professional growth.
Strategic Alignment and Continuous Improvement:
- Align training initiatives with departmental and organizational goals, working closely with HR and other key stakeholders.
- Continually gather feedback to refine and enhance training programs.
- Monitor training effectiveness, making necessary adjustments to meet evolving needs.
- Advocate for a culture of continuous learning and self-improvement within the organization.
Industry Experience: A minimum of 5 years in the BPO sector, including at least 1 year in a training management capacity.Methodology Exposure: A solid understanding of improvement methodologies, including COPC, Lean Six Sigma, is highly regarded.Communication Skills: Advanced proficiency in both written and verbal communication, with a minimum English proficiency of Level B2.Technical Skills: Competence in using Microsoft Office applications and other relevant software tools.Adaptability: A flexible approach to managing projects, capable of adjusting to shifting priorities and demands.Continuous Improvement: A strong commitment to enhancing processes across the board, with a focus on efficiency and effectiveness.Leadership Qualities: Demonstrated thought leadership with an ability to inspire and lead teams towards achieving operational excellence.Compliance and Audit: Proven track record of adhering to strict audit standards and requirements, ensuring robust process compliance.Soft Skills:Exceptional analytical abilities, with experience handling large volumes of data using statistical tools.Excellent presentation skills, capable of engaging and informing a diverse audience.Highly proactive, innovative, and hands-on in approach.