Role & key Responsibilities:

• Responsible for Training, developing, and managing performance of training staff; providing prompt and objective coaching and counselling; and coordinating, planning, and assigning work 
• Oversee new hire trainings, performance of the batches, attrition for new hires, continuous improvement of the floor agents & supervisors, program specific training, and other trainings as needed by the business 
• Ensure successful execution of local training needs including resource planning, measuring program training effectiveness, and managing trainer & Training batch attrition 
• Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom environment
• Ensure effective, consistent communication with managers, peers, operations, and other resource groups, including day-to-day interaction with clients
• Develop and cultivate partnership with operations, other business units, resource units, and clients 
• Responsible for on-going classroom observations of batches, providing guidance, mentoring, and support that focuses on performance improvement for direct reports as well as trainees
• Monitor and ensure completion of daily training administrative work such as tracking of trainee data, timekeeping, and other administrative tasks as required in a timely and accurate manner 
• Responsible for day-to-day functional supervision of learners within the program training and/or other curriculum delivered through a variety of classroom environments, including attendance and student progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations
• Performance Analysis & Improvement: Analyze quality and performance trends, aggregate audit findings, and provide actionable insights to identify and resolve quality issues and drive business KPIs for all training batches
• Metric Reporting: Track and maintain accurate metrics for direct reports and overall team performance, and present findings internally and with clients

Key skills and knowledge: 

• Excellent verbal and written communication skills
• Should be willing to work in shifts along with the team in customer business time
• Should be a good team player with willingness to learn and drive to achieve
• Practice and focused on Metrics

 Educational qualification – Graduation