Walk In Drive @Gurugram | Training & Quality Manager
- TELUS International
- 5 - 10 years
- Noida, Gurugram
- 9 days ago
- Email to a friend
- Report this job
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
Similar positions
TELUS International
TELUS International AI-Data Solutions partners with a diverse and vibrant community to help our customers enhance their AI and machine learning models. The work of our AI Community contributes to improving technology and the digital experiences of many people around the world. Our AI Community works...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in