Responsibilities

• Manage and support a team of Universal Coaches and/or drive training controls and projects with the agents population
• Manage the onboarding process of new employee’s to comply with the client internal processes
• Support in the creation of ID’s and credentials for both Genpact and the client
• Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants
• Managing the day-to-day activities of the team
• Provide analysis in evaluated calls and identify gaps that impact KPIs
• Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance
• Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics
• Enforce Genpact’s guidelines and policy across the operations team
• Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)
• Create training documentations/learning documents
• Conduct PKT (Process Knowledge tests) as per agreed schedule
• Drive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals and LOBs
• Maintain an up-to-date knowledge of all systems, products and services to up-skill the team continuously
• Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders, including assessment methods and measurement systems entailed
• Support in documenting the process for all compliance parameters and audit requirements
• Create and Update Monitor and report Performance dashboards, metrics etc.
• Develop self and maintain knowledge in relevant field at all times
• Perform training needs analysis
• Facilitate new hire training, coaches and conducts performance evaluation of trainees
• Cooperate with hiring to improve quality of hires
• Provide weekly training updates
• Perform production activities to stay up to date with product/ process changes and make necessary updates to training material
• Work closely with client and internal teams to develop new or update existing training content periodically
• Training other team members regarding the daily tasks whenever necessary and requested by the manager.
• Updating the working procedures periodically

Qualifications we seek in you!
Minimum Qualifications

• Very good understanding of Customer Service integral components
• High School Graduate
• Self-motivated with ability to work both independently and as part of a team;
• Ability to handle client on one-on-one basis, via e-mails and calls;
• English Proficient – both written and spoken
• Excellent written and oral communication skills and detail-oriented;
• Ability to learn, adapt, upskill and work independently;
• Ability to work under tight deadlines across multiple projects in parallel and different time zones. Good prioritization skills;
• Working experience in PowerPoint, Word and Excel
• Numerical Skills for Analysis and Reporting
• Should be flexible in shift timings
• Strong organizational skills to give the team direction.

Preferred Qualifications/ Skills

• Multinational/ BPO background is preferred
• Lean Six Sigma Trained and Tested
• KYC experience
• Excellent organizational skills Relevant experience in either managing a training/quality team or experience as senior Quality agent or trainer
• Previous experience of leading a team and working alongside multiple business partners and domains, Experience in leading and implementing innovative projects