Job Overview
ibex. is looking for Training & Development Supervisor who is responsible for the coordination of training department within a company. Their job is to identify training center needs, evaluate training initiatives, and maintain staff training records.
Job Description
- Deliver Product and system Knowledge as outlined in the Campaigns Training Manual
- Deliver Process Knowledge, both internal and external
- 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
- Conduct language assessment and share results with Recruitment team on the first day of training
- Credentials; Establishing email Credentials; Establishing login 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
Job Specifications
- Bachelors and above along with minimum 1 year of relevant experience
- Excellent communication and leadership skills
- Proficient in English (Written and Spoken both)
- Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
