DM Training

PURPOSE
The position is responsible to conduct trainings for Customer Service department through Instructor led courses and Learning Management System (E - Learning). Design and develop training calendar, modules as per TNA and focus groups on need basis. The main objective of this role is to impart knowledge and increase work efficiency and effectiveness of the employees within the limits of organizational policies and procedure.

MINIMUM REQUIREMENTS
Education & Relevant Experience:    Postgraduate in any discipline 
 

AREAS OF RESPONSIBILITY

1    Execute Training Calendar for all CS staff     
•    Conduct instructor led courses for Customer Care, Email and 118 Operations
•    Execute training for New hired employees on BCCT (Basic Customer Care Training) model and deploying them in Customer Care and 118 Operations
•    Conduct training based on the TNA to improve quality scores and staff development
•    Coordinate with stakeholders for training execution and implementation
•    Carry out employee evaluation and share service performance records with the management.
•    Effectively communicate with team members, trainers and management.
•    Provide training services to other department like Distribution for training on customer centricity as part of their new induction training plan. 
•    Perform routine refreshers and training on latest updates on services and promotions.
•    Assist in designing E Learning module for Customer Care and Learning team.    

2    TNA, Reporting and Stake Holder Coordination    
•    Conduct TNA and Focus Group sessions as per need basis.
•    Coordinate with stakeholders (learning & HR) for training execution and implementation.
•    Share Monthly reports of E Learning with the management and stake holders.
•    Share Monthly Reports on the progress of yearly training calendar and training hours completion with the management.    

3    Customer Care Center/ 118 Monitoring and Product Knowledge Gauging    
•    To visit customer care center for Spot check, identifying areas of improvement and Gaps from training perspective.
•    Spot Check visit of 118  shifts for identifying areas of improvement and Gaps 
•    Identifying Customer care resource training need analysis of all touch points.
•    Gauging product knowledge of each and every individual of customer care through quiz portal, when needed, subject to management instructions.
•    Run hiring process of 3rd party resources for call center and email channel. 

   
4    Business Language Proficiency Module     
•     Plan and conduct Business language proficiency for entire Customer care.
•    Coordinating with other department for the module as and when required.