AGM - Training (Customer Service)

Job Purpose The position is responsible to manage and execute Training operations for Circle based CS channels :- Retail (COCO & FOFO, C&C and Retentions This role owner will ensure to deliver consistent and effective training as per the set corporate norms and defined framework and structure to all new joiners and existing staff within the verticals under preview. Project manage and drive all Training related activities, special projects (Per guidance) along with resource utilization for verticals under preview Conduct refreshers based on TNI and Quality & TNPS inputs Facilitate briefings and rollouts for all new campaigns and launches Support in audits and dip checks as per requirement.

**All guidelines and framework will be provided by the CS Corporate Training Key Result Areas/Accountabilities

1. Training Delivery & Execution Track, Plan, manage and execute all relevant training delivery operations with respect to onboarding and overall people capability enhancement ( BAU induction, Remedial, Upskilling) Support in last mile Refresher training delivery (classroom or digital) learning rollouts and refreshers on time and in alignment to business directives Deliver CXX and TNPS ( TNPS as per circle and set targets) Responsible for 30 day Quality (TNPS) , Training Throughput, support to align TNPS (ASAT) per targets Training Operational Excellence Facilitate TNI/ A and action and remediate corrective action plans basis quality feedback/ TNPS Ensure on time and regular delivery of refreshers and knowledge assessments for LOB’s under preview Monitor and track people processes, knowledge /skilling/assessing systems from hiring to performance (across frontline lifecycle) for the owned learner group in liaison will relevant internal teams Responsible for managing and executing Training budget and expenses (As per corporate guidance) Compliance & Audits Periodic audits of Training delivery at stores, partner sites ( C&C)) Governance and deployment adherence on KMS and LMS usage. Hiring > Training > On Production adherence checks for seamless adherence to Training norms/ policies and protocols Core Competencies, Knowledge, Experience Core Competencies, knowledge and Experience Strong telecom subject matter expertise Excellent communication, presentation and delivery skills Retail operations and management
   
   ( Good to have) Strong Planning and Execution Skills Customer sensitivity & Service mind-set Engage & Present ideas/thoughts and have influencing skills
   
   Must have technical / professional qualifications
   
   Professional Qualifications Graduate / Diploma TTT – Certified Additional Training Certifications
   
   ( Good to have) Experience in working on Training systems/ tools / methodologies Experience in Telecom, Retail and Service Industry
   
   Overall experience of 5 - 7 years with at least 3 to 4 years in delivering training