Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance. We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Role and Key Responsibilities:
· Responsible for managing the training function End to End for multiple LOBs / Sites / Locations within the process
· Plan, observe and ensure Trainer Development using effective methods such as classroom training, observations, demonstrations, on-the-job training, meetings, mentoring and workshops
· Aligning Trainers’ roster weekly to provide maximum coverage for tasks such as New Hires transaction monitoring, coaching completion and Refresher Trainings
· Assess Trainers’ facilitation skills during classroom training sessions and provide feedback
· Govern Trainer calibration sessions on product knowledge
· Supervise training team through regular team reviews on performance (such as upskilling targets, throughput, first pass, refresher training coverage)
· Manage new hire and team’s early warning system and retention
· Support trainers during Nesting phase and ensure all the activities are performed as per the standard process and procedure
· Drive monthly knowledge checks and refresher training completion basis TNA (training need analysis) and publish refresher completion reports with pre / post-performance to show any improvement
· Collect Data and perform analysis and RCA on metrics and publish reports accordingly
· Training Performance Management and Training Reporting and Analysis
· Process Improvement Projects
· Drive continuous improvement for Transaction Quality and Delivery
· Manage process Quality & Client related KPI's
· Evaluate effectiveness of TQ interventions
· Provide strong insights and analytics on process opportunities
· Strengthen Quality management processes / framework to improve quality delivery
· Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet client' expectations
· Generate and implement out of the box ideas and Process improvement initiatives in the process.
· Drive Process control & Compliance in addition to managing the Audit requirements
· Drive quality floor support, feedback and refresher training
· Support the Quality and Compliance teams to perform various audits and follow ups based on observations highlighted
· Interact and streamline channels of communications with other Functions and Clients
· Provide quality floor support, feedback, refresher and corrective training
Key skills and knowledge:
· People Management skills
· Ability to drive initiatives to closure
· Ability to deal with all levels of employees
· Ability to provide leadership, direction and motivation to build high performing teams
· Analytical and Quantitative skills
· Excellent Communication skills
· Data Handling / data interpretation skills
· Good working knowledge of Transaction Quality systems, tools and technologies.
· Should understand Transitions, which is spread between the Handover, Start-up, Manage and Exit phases to be able to manage Transaction Quality functions effectively
· High level of maturity to handle people including but not limited to client, stakeholders, peers etc.
· Process Oriented, Planning, Decision making, Data Handling, Ability to prioritize, Ability to meet deadlines and work under pressure
· Detail oriented, Strong organizational and Presentation skills
· Flexible to work in a 24X7 environment (night shifts and weekends basis scope)
· Six Sigma certified (Preferred)
Educational qualification: Graduation
