01Responsibilities
1. Leading end-to-end process training, including new hire training, upskilling initiatives, assessments, and certification.2. Managing trainers and ground-level staff while driving OJTs, call simulations, knowledge retention, and BAU training practices.3. Collaborating with operations, quality, WFM, and facility teams to ensure smooth training logistics and process accuracy.4. Driving TNI/TNA activities, recommending process improvements, and launching efficiency projects with cross-functional stakeholders.5. Analysing training metrics, business impact, and data to enhance revenue, improve performance, and maintain compliance & documentation.
02Requirements
1. Graduate/Postgraduate with 45 years of experience in process training for customer service contact centres.2. Strong knowledge of GI or P&C insurance; understanding of BFSI is an added advantage.3. Excellent communication, facilitation skills, analytical ability, and stakeholder management experience.4. Experience managing teams across multiple locations and shifts (Australia/New Zealand shift timings).5. Ability to create SOPs, drive behavioural training programs, and maintain training hygiene and compliance.Whats in it for you A leadership role with global exposure, opportunity to drive impactful training initiatives, and the chance to contribute to process excellence and team development.Reach Us: If you feel this opportunity is well aligned with your career progression plans, please feel free to reach me with your updated profile at vanika.arora@crescendogroup.in for a confidential discussion on the role. .
