Training & Development Supervisor-Lahore

Talent Ibex Global Solutions Pvt. Ltd, Karachi                                  Qualification:

• Graduation or above.

Skills:

• Deliver Product Knowledge as outlined in the Campaigns Training Manual. Deliver system Knowledge. Deliver Process Knowledge, both internal and external. Ensure trainees are provided with all tools / materials to successfully navigate training process, including: Stationary, Temporary Employee Cards, Printed Training content. Conduct assessment and evaluation of new hires and existing agents through: Quizzes (all quizzes will be created and shared with Manager T&D or On Boarding Performance coordinator); Mock Calls (conducted by ops team); Live call assessment. Ensure that the operations team is intimated and updated on the Mock call process, and timings one week in advance. Liaison with the HR and Compliance team to have orientation conducted within the initial 3 days of training. Conduct language assessment and share results with Recruitment team on the first day of training. Establish all relevant credentials required by the new hire to function, including: Establishing Portal (BPO Suite) Credentials; Establishing email Credentials; Establishing log in credentials; Establishing any additional credentials required to manage calls (OETs, DFS Access). Ensure that all relevant internal and external processes are completed, and all requirements for the new hires to start taking live calls are fulfilled, including: Assigning on headsets; Assigning of skills (coordinated with WFM); PCI credentials need to be established, documented and shared with the PCI compliance coordinator. Collect and compile feedback from the new hires on the training process. Update attendance and attrition details with all relevant stakeholders on a daily basis. Manage employee behavior and performance profile and share with future teams (A Bay). During Live call assessment phase of training, the following responsibilities would be added. Intimate Training performance to all relevant stakeholders at Classroom Graduation and Final Graduation after live call assessment                                                                  

Jobs Description:

• Oversee training and development staff.
• Assess employees’ needs for training.
• Align training with the organization’s goals. Create and manage training budgets.
• Develop and implement training programs. Review and select training materials.
• Update training programs to ensure that they are relevant.
• Teach training methods and skills to instructors and supervisors and Evaluate the effectiveness of training programs and instructors