Job closed
Ref: OP618-35
Job description / Role
• Create the training plan before the start of each year
• Ensure training are conducted as per plan
• Provide a monthly status update on the training progress
• Update and maintain relevant documentation
• Maintain documentation in agreed format for all training conducted in the Center
• Ensure certificates are issued to all trainees upon successful completion of training course
• Maintain a tracker to record training attended by each training
• Collect trainee feedback and take necessary corrective action
• Liaise with Supervisors, Quality coach, Supervisors and Operations Manager to identify requirements for refreshers and additional training
• Track progress of refresher training and achievement of training goals
• Ensure appropriate usage of the relevant training tools and applications implemented in the Contact Center
• Liaise with the Operations Manager in identifying training requirements for new process migrations
• Manage preparation of training curriculum for new processes
• Ensure new process training is conducted as per plan
• Administer new process training assessments and share scores with the Contact Center Leadership
• Liaise with external training vendors as agreed upon with the client Management
• Prepare branch training curriculum with inputs from the Branch staff
• Identify branch trainees with inputs from the Supervisors
• Oversee the branch training batches
• Provide regular inputs and feedback to the Operations Manager
• Maintain professional and consistent communication with the client
• Understand client expectations and guide team to achieve them
• Send monthly updates to the Contact Center leadership
• Provide inputs to the Service Provider Operations Manager for the Monthly dashboard and Quarterly Business Review presentations
Requirements
• Candidate with 3-5 Years of Experience in Contact Center domain
• Fluent Arabic and English speaker with pleasant and interactive personality
• Previous experience in dealing with clients directly
• Responsible in past for end-to-end training execution for New Hires and Refreshers
• Expert in creating training plans, modules across product/services to deliver desired business and operational results
• Experience in training for new product launches and forming a strategy for information dissemination in coordination with Business and Operations stakeholders
• Experience of dealing with large and wide training groups which include trainees from entry level to middle management
About the Company
As a process transformation company, Sutherland rethinks and rebuilds processes for the digital age by combining the speed and insight of design thinking with the scale and accuracy of data analytics. We have been helping customers, across industries from financial services to health care, achieve greater agility through transformed and automated customer experiences for over 30 years. Headquartered in Rochester, N.Y., Sutherland employs thousands of professionals spanning 19 countries around the world.