Responsibilities

Manage and support a team of Universal Coaches and/or drive training controls and projects with the agents population

Manage the onboarding process of new employees to comply with the client internal processes

Support in the creation of IDs and credentials for both Genpact and the client

Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants

Managing the day-to-day activities of the team

Provide analysis in evaluated calls and identify gaps that impact KPIs

Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance

Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics

Enforce Genpacts guidelines and policy across the operations team

Keep up to date with the best practices to ensure a continuous improvement environment and added value to Genpact and its Client(s)

Create training documentations/learning documents

Conduct PKT (Process Knowledge tests) as per agreed schedule

Drive consistency and best Practice Sharing of Standard Training Practices across all domains, verticals and LOBs

Maintain an up-to-date knowledge of all systems, products and services to up-skill the team continuously

Identify and analyze knowledge/skill gaps and performance improvement opportunities and assess relevant training needs for in consultation with Ops Leaders, including assessment methods and measurement systems entailed

Support in documenting the process for all compliance parameters and audit requirements

Create and Update Monitor and report Performance dashboards, metrics etc.

Develop self and maintain knowledge in relevant field at all times

Perform training needs analysis

Facilitate new hire training, coaches and conducts performance evaluation of trainees

Cooperate with hiring to improve quality of hires

Provide weekly training updates

Perform production activities to stay up to date with product/ process changes and make necessary updates to training material

Work closely with client and internal teams to develop new or update existing training content periodically

Training other team members regarding the daily tasks whenever necessary and requested by the manager.

Updating the working procedures periodically