Senior Training Manager Cape Town - Cape Town Region
EXL
JOB DESCRIPTION Role/Responsibilities To manage the timely delivery of pre-process, Customer Journey & Refresher trainings for all processes. To ensure trainers achieve > 85% of the defined KRA's Assist in addressing Developmental needs of employees and trainers Conduct training / follow up session and measuring effectiveness of training Ensure accurate, timely and efficient analysis of Weekly and Monthly reports/Atlas/ERP Assist Manager in the development of the monthly/annual training plan based on the training needs analysis and submit for approval Determining efficient strategies to meet training needs continually Providing feedback to trainers to attain higher standards of training through regular monthly trainer audits/SWOT Responsible to control trainer-trainee attrition in the pre-defined areas Compliance to set formats/Punctuality -absenteeism of self and team QUALIFICATIONS English language proficiency Previous OPS and Customer Journey Experience minimum 12 months Good Computer navigation skills Should be familiar with MS Office Possesses necessary knowledge of business concepts to effectively perform the job Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. Commits to achieving specific objectives and takes ownership for accomplishing them. Responsible for handling high volumes of transactions. Effectively balances quality, timeliness and productivity standards Self-discipline Result orientation Adaptability Listening and comprehension skills Questioning and Reasoning Skills Customer Service focus and telephone etiquette Ability to multi task, prioritize and manage daily work activities JOB DESCRIPTION Role/Responsibilities To manage the timely delivery of pre-process, Customer Journey & Refresher trainings for all processes. To ensure trainers achieve > 85% of the defined KRA's Assist in addressing Developmental needs of employees and trainers Conduct training / follow up session and measuring effectiveness of training Ensure accurate, timely and efficient analysis of Weekly and Monthly reports/Atlas/ERP Assist Manager in the development of the monthly/annual training plan based on the training needs analysis and submit for approval Determining efficient strategies to meet training needs continually Providing feedback to trainers to attain higher standards of training through regular monthly trainer audits/SWOT Responsible to control trainer-trainee attrition in the pre-defined areas Compliance to set formats/Punctuality -absenteeism of self and team QUALIFICATIONS English language proficiency Previous OPS and Customer Journey Experience minimum 12 months Good Computer navigation skills Should be familiar with MS Office Possesses necessary knowledge of business concepts to effectively perform the job Makes decisions in a timely manner; shows good judgment about when to make decisions independently and when to collect more information or involve others. Commits to achieving specific objectives and takes ownership for accomplishing them. Responsible for handling high volumes of transactions. Effectively balances quality, timeliness and productivity standards Self-discipline Result orientation Adaptability Listening and comprehension skills Questioning and Reasoning Skills Customer Service focus and telephone etiquette Ability to multi task, prioritize and manage daily work activities
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