Walk In Drive @Gurugram | Training & Quality Manager
- TELUS International
- 5 - 10 years
- Noida, Gurugram
- 5 months ago
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Job Description
Coaching and Development:
- Supports CE & LS Team Leads with regular and consistent coaching.
- Reinforces team strengths and creates customized action plans to address areas for improvement.
- Properly documents development and progress.
Collaboration:
- Encourages collaboration with other departments to align with company and business strategies.
- Designs and implements action plans, policies, and procedures to ensure high CSAT performance, as directed by Management.
Operational Review:
- Actively participates in internal and external meetings (WBR, MBR, QBR, YBR, etc.) to discuss trends, action plans, and reinforce strengths.
- Provides recommendations for solutions and drives process innovation.
Verint/Training LMS:
- Ensures proper usage of the tool, self-trains on all available versions, and maintains communication with IT and POC to report any outages.
- Keeps data updated to meet recording percentage requirements according to the client SOW.
- Ensures team members are trained and utilizing the tool effectively.
Client Relations:
- Manages client communication and acts as the point of contact for aligning Quality Assurance and business strategies.
- Contributes as a partner in developing process improvements
HC Forecasting and Right-sizing:
- Collaborates with Operations and Workforce to determine FTE forecasts along with New hire training scheduling and maintaining support-to-agent ratios as per agreements or SOW.
- Handles headcount requisition and ensures promotions and movements are processed.
Team Management:
- Designs improvements in departmental structures to provide career opportunities and growth for CE staff.
- Monitors departmental morale through discussions with CE staff.
- Maintains open communication by scheduling regular group discussions to address needs, requests, and issues.
- Coordinates and assists in resolving concerns faced by CE team members.
- Performs administrative tasks such as payroll, status change forms, and maintaining 202 folders.
Skills:
- Excellent communication and interpersonal skills
- Strong leadership and team management abilities
- Excellent problem-solving and conflict resolution skills
- Ability to analyze data and make strategic decisions
- Proficient/Fairly comfortable with MS Office and Google Sheets, Docs & Slides
- Candidate should have 10 yrs (2 years as Manager) of experience from International Voice process
Perks & Benefits
- Competitive Salary
- Attractive Annual Bonus
- Cab Facilities (Pick & Drop)
- Medical Insurance
- Life Insurance
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success ManagerEmployement Type: Walk-insContact Details:
Company: TELUS InternationalLocation(s): Noida, Gurugram
Keyskills: Learning Specialist Customer Experience Management LMS Coaching CRM Management Headcount Management Data Analysis QA Manager Mentoring Strategic Planning
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