JD & Skills

• GENERAL ACCOUNTABILITY

The candidate will be responsible for the overall Training and Quality of the organization. Both the verticals of VGM viz. Call center and the Field operations, need to be taken care of.

The person will be responsible for planning, devising, developing, and implementing Training to ensure quality as per requirement of the Clients. The standard training will include behavioral modules, operational modules containing domain and product knowledge, negotiation skills, and for call centers – voice training modules. Will be responsible for the training need identification, management of course and content development, training delivery processes, the management of resources to deliver the content and ongoing performance management to ensure training is efficient and effective. Training types include instructor led, online, blended, and documentation driven. The Training Head will ensure training is consistent and as per expectations of clients. He also develops and maintains interactive learning solutions that drive measurable results for the business and guarantee that those solutions are instructionally sound and are up to the business’s quality standards

ORGANIZATION STRUCTURE

This position report to CEO directly and will be reported by existing training and quality team members

ROLES AND RESPONSIBILITIES

• Design the training program and supporting services including identifying course content requirement, appropriate delivery mediums, and personnel to deliver training
  • Delivering the training program through instructor led, online, blended and documentation driven delivery processes.
  • Educating Business leaders on training benefits/requirements and availability of that training collaborating to create a positive end‐to‐end experience for users of the various Clients.
  • Overseeing the logistics and processes for ongoing training
  • Implementing the quality control and continual improvement processes to maintain training content and delivery mechanisms that represents VGM standards
  • Provide strategic direction and solutions that help to support VGM’s long‐term performance management strategy.

• Work collaboratively with business leads to ensure training programs and processes are aligned and relevant to critical business priorities.

QUALIFICATIONS

Education and Experience:

Preferred MBA

Minimum of 5+ years of relevant experience working in the training and quality function in call centers in a managerial roles.

Experience implementing and using Learning Management Systems, particularly in BPO/Call-center environment Strong foundation in adult education principles and knowledge of instructor‐led, self‐ directed web‐based, and blended learning methodologies

Ability to implement training services, process and manage the continuous improvement feedback loop. Experience in advising business leads on strategic solutions that ultimately drive superior performance.

Preferred work history of successfully developing and managing the need and delivery of continuous training where meeting Client’s expectations and relationship management is extremely important

Knowledge:

• Excellent command of MS Office, excel and power-point.
• Strong competency in content, process, and metrics development.
• BPO / Call center exposure (particularly in Collection and recovery process of Bank/NBFC/Telcom etc.)

Skills & Abilities:

• Client management skills
• A candidate for this position will have the ability to identify performance improvement opportunities and gaps, conduct analyses, and develop solutions that will deliver the desired results through training programs. The candidate will also need to have knowledge of instructional methodologies, progression theory, learning evaluation models, and various delivery methods.
• Proven track record in coordinating and managing the build out and delivery of training systems
• Strong ability to collaborate and effectively partner with all organization levels and third‐party contacts in a dynamic and maturing initiative.
• Strong communication skills; written and verbal.
• Proven record of successfully delivering projects with people of disparate backgrounds and job functions.
• The candidate for this position must demonstrate an ability to develop strong relationships with others and leverage those relationships across the business by influencing management to take up training programs that ultimately influence the overall performance of the business.