Management Trainee
Genpact
0 - 3 years
nan
Posted: 3/5/2025
Job Description
Responsibilities
Provide an overview of performance of Training team on bi-weekly basis
Oversee performance of the trainers, performance of new hire on-boarding, and reporting to Client Training Team
Develop proactive training strategies to improve quality metrics of the agents
Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps to recommend targeted training needs, and provide improvement recommendations for any training material or policy
Oversee certification of the Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
Conduct monthly class observations of the trainers
Discuss/review with Client trainers on class observation process
Ensure adherence of Training Team Key Performance Indicators
Attend all Train the Trainers and training related meetings with Facebook training team
Attend and participate on Quality Calibration Session
Attend Weekly Business Reviews, and Monthly Business Reviews
Support the planning, scheduling, and coordination of all required training for their sites
Manage all aspects of the training program including planning, design, development, implementation, delivery, and evaluation in liaison with their Business Partner.
Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfil requirements with the optimal delivery methodology
Ensure complete, accurate and timely data collection and communication by trainers
Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans
Monitor new hire knowledge before and after training to help determine follow up training require
Minimum Qualifications
Any graduate /Post Graduate degree or equivalent with a solid academic record
Relevant experience in the BPM/ Service Industry, with good experience in a Training/Quality, Learning & Development role, communication, and customer experience improvement programs
Preferred Qualifications
Experience in a training leadership role in an Operations environment, previous min. relevant work experience in a training delivery role, preferably in an international environment
Good knowledge of Quality/Process Improvement techniques
High level of energy, drive, enthusiasm, initiative, and commitment
Excellent communication, consulting, influencing and interpersonal skills.
Proven track record of collaborating with cross-functional groups to produce results
Passion for ensuring a world class support experience for our community
Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams
Learning and Development Certificate is a plus
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
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