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Job Description
Structured overview of role & requirementsAbout This Role
Manage and develop training staff performance including coaching, counselling, and work assignment.
Oversee new hire training, performance monitoring, attrition control, and continuous improvement initiatives for floor agents and supervisors.
Analyze training program effectiveness via metrics and quality trends to improve business KPIs and report findings internally and to clients.
Minimum Requirements
Bachelor's degree in a related field from a four-year college or university.
More than seven years of relevant experience with at least two years in progressive management roles.
Prior experience in telecom customer service environment preferred but not mandatory.
Location: Gurugram, India.
Ideal Candidate Profile
Experienced in managing training programs and teams specifically in customer service or telecom settings.
Strong analytical skills to interpret training data and implement improvements impacting business KPIs.
Skilled in coaching, mentoring, and delivering presentations in a classroom environment with various training modalities.