• Develop training material and deliver training as per the training 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 Contact Center employee
• 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
• Take inputs from development plan at all levels to identify training needs
• 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
• 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