Training Team Lead

2 weeks ago

Islamabad, Islamabad, Pakistan easypaisa digital bank Full time $104,000 - $130,878 per year

The incumbent is responsible to lead & manage Training team to provide high standards of customer satisfaction over all channels associated with the Contact Center. Also, the incumbent should lead their team from the front by setting example, motivating team, team engagement and team KPIs.

Duties and Responsibilities:

  • Ensure team is fully engaged, equipped, and aligned with organizational objectives for providing best performance which in result will deliver best customer servicing
  • Lead the team from the front by remaining on top of product knowledge, quantitative and qualitative KPIs understanding, monitoring and achievement, challenges being faced and resolution to provide.
  • Constant & proactive monitoring and guidance of team members in all aspects including but not limited to quality of training, pre and post of training, activities of team members, ethic norms to be ensured, adherence and decorum to be maintained, high standard of self and team accountability.
  • Gather and utilize learning to take initiatives for better customer servicing.
  • Develop, execute and launch training courses for new hires in customer experience.
  • Track and monitor the planning, execution and progress of trainings NHT NBT TNA etc.
  • Prepare and share learning analytics, reports and dashboards on regular basis as per need and requirements.
  • Design eLearning training for the CEM
  • Keep a track of Inductions in training and HC gap.
  • In liaison with L&D team and business partners, support the development of training programs for eLearning modules.
  • HR Backend support
  • Providing E2E facilitation of hirings at both Islamabad and Lahore CC
  • Complete tracking of exit data
  • Issuance of SIM, Employee cards & health cards
  • Maintaining floor decorum, sessions regarding performance issues/ behavioural issues
  • Planning employee engagement activities
  • Promote and create conflict free working environment
  • Enhance job satisfaction by resolving issues

Knowledge and Experience

Education:

Minimum Bachelors from any reputable institute

Experience:

3-5 Years in all or some of following: Call Center Operations

Behavioral Skills:

  • Structured way of work
  • Results orientated, end-to-end ownership of tasks
  • Team management
  • Good understanding of Business Value Chain
  • Customer centric approach
  • Multiple customer servicing touchpoints operations knowledge

Competencies:

  • Strong Microsoft Office
  • Team and Stakeholders Management
  • Analytical skills
  • Planning and Execution
  • Designing Monitoring Standards
  • Reporting and analysis
  • Calibration Sessions
  • Module Designing
  • Supervising Trainings
  • TOT (Training of Trainer)
  • Maintaining Training quality

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