JOB DESCRIPTION

POSITION / JOB TITLE:

Officer-Core Training

FUNCTION:

Support

PROCESS / DEPARTMENT:

Support-Core Training

GRADE:

M02

LEVEL AS PER IGS FRAMEWORK:

Level 2

POSITION REPORTS TO:

Assistant Manager/Manager-Core Training

POSITION IS REPORTED BY:

Manager-Core Training

MAIN RESPONSIBILITIES / ACCOUNTABILITIES:

FUNCTIONAL/ OPERATIONAL:

·         Provides training that prepares advisors to meet their Performance metrics i.e. SLA's which in turn impacts customer retention and growth.

·         Taking ownership training / projects assigned, including coordination of supplies, equipment and training materials.

·         Focussing on maximum output nos. (Yield) through various interventions / engagement activities etc during new hire training batches.

·         Reviews and analyzes client's training materials and recommends necessary changes to provide increased effectiveness. 

·         Works with client to incorporate the required changes. 

·         Updating training material as recommended by our clients and including information about new products / processes.

·         Designs, administers, and analyzes training evaluations to assess effectiveness of programs and makes changes as needed.

·         Consistently demonstrates ability to meet and exceed client metrics in their personal performance. 

·         Provides regular feedback to advisors on performance improvement parameters. 

·         Participates in calibrations with Quality & Operations and maintains the variance below the required level where ever applicable.

·         Listens to calls to keeps himself/herself up to date by ensuring that he/she is abreast with process changes /Expectations

·         Conducts refreshers / up-skill trainings to maintain training effectiveness on the floor.

·         Ensuring that regular updates and reports are sent to the Core Training AM, Core  Manager and Operations (Operations Manager, Team managers, Team Leaders)

·         Determines training needs for client-based programs by working with Process Training Team, Operations and Client to analyze the training needed to meet the process requirements. 

·         Interacts with IT team for creation and deletion of Ids for new team members.

·         Liaises with Central MIS / Admin dept. for training resource availability and transport requirements

·         Constantly updating themselves on Company policies & Procedures

·         Conducting Induction for New Hires to ensure that they are all aware of the Company policies and procedures i.e. Dress Code policy, leaver policy, IT security policy, Transport services, Documentation etc

·         Needs to publish, discuss and close all new hires related queries/issues like missing documentation, Transport, stability etc with the Recruitment team and the Asst. Core manager

People & Culture:

·         Coaches and counsels agents as necessary to ensure their success.

·         Refers an employee to HR in case he/she is unsuccessful in Core training.

·         Imbibes organisational values and governing principles.

·         Establishes innovative systems and procedures to deliver training and continuously improvises on them.

·         Takes Ownership of every individual's performance during Core training.

Ensures that he/she completes the training certification program stipulated for the specific process for self development

Financial:

·         Ensuring that specific knowledge is cascaded to all advisors so that there is no impact on SLAs

·         Ensuring maximum retention of resources through training batches.

·         Keeps controllable costs to a minimum within the training department.

1)      Simplified organization structure

                 Core Training Officer à    Core Assistant Manager / Core Manager Training          

                                                                         (Direct Reporting)

2)      Key relationships

             Internal:  Agents, Team Coaches, Team Leaders, Team Managers, Operations Manager, Quality,       Admin, Human Resources, IT Team, Core assessors,  Recruitment team and other Serco Management          

            External: Process Clients, End Customers

• The Core Training Officer is responsible for training new hires and existing employees on Culture & Communication for respective processes to the standards agreed between our clients and Operations. The Core training programs and activities developed need to be aligned to business goals and client expectations

Key accountabilities:

Customer:

·         Works with the new hires, existing advisors, to provide training and floor support / coaching to meet the client's deliverables i.e. quality, customer satisfaction and performance objectives.

·         Reviews floor stats and provides suggestions and resolutions for maximizing customer experience and Operations metrics

Essential technical and professional skills

§  Charismatic Personality

§  Energetic & Enthusiastic

§  Results / outcome orientated

§  People focused

§  Excellent written and verbal communication skills

§  Exceptional Presentation Skills

§  Ability to build strong relationships

§  Proficient with MS office

• .

QUALIFICATION (Education):

Graduate/HSC from a recognized Institute or University in any discipline

DESIRED YEARS OF EXPERIENCE:

§  2 years of Training experience in a BPO/outsourced or Service Industry environment

§  If promoted through Internal Job Posting then minimum 12 months in the company as a Line Trainer

Additional dimensions, KPI's or special feature of the role

1.       Manage other KPIs like TQ, yield, etc.

2.       Maintain current knowledge of industry developments, productions and involvement in network communication

3.       Record statistics, performance levels and other reports

Needs to be flexible to cater to business requirements i.e. Shift timings, Movement across locations etc.

DESIRED ROLE EXPOSURE:

• Ability to handle large operations.
• Demonstrated team/client handling skills in the past.

Leadership essentials:

SKILLS

PROFICIENCY REQUIRED (HIGH / MEDIUM/)

• Delivers Customer Service – Sees those they interact with as customers and seeks to identify and meet needs, taking swift action to resolve issues with integrity. Always alert to the customer's point of view and demonstrates a sense of urgency

High

Supports Innovation and Continuous Improvement – Actively supports team members who initiates change or take risks and seeks ways to increase the delivery of services, being mindful of key financial indicators

Makes Decisions – Identifies and understands issues, problems and opportunities and takes action that is consistent with available facts, constraints and probable consequences.

Delivers Against Team Objectives – Sets clear team objectives and establishes courses of action for self and others to ensure that work is completed on time.

Operational Excellence:

COMPETENCY

Builds Trust in Others – Interacts with others in a way that gives them confidence in their own intentions and those of the organisation. Role models the Governing Principles.

High

Engaging Communication – Engages and influences others by using a wide range of communication methods and styles. Facilitates understanding and encourages communication both within own team and more broadly.

High

Builds Collaborative Relationships – Establishes effective relationships with a wide range of stakeholders inside and outside their immediate working environment, valuing the contributions from others and leveraging networks across the whole of Serco..

High

Facilitates Transformational Change – Facilitates the implementation and acceptance of change and transformation within the workplace by guiding others and helping them to adapt.

High

Supports Difference – Works effectively with individuals of diverse cultures, interpersonal styles, abilities, motivations or backgrounds.

High

Delegates Responsibility – Effectively and appropriately allocates responsibility to others to maximize the organisation's and individuals' effectiveness.

Medium

Coaching and Developing Others – Sets clear objectives and regularly provides feedback, instruction and developmental guidance to help others excel in their current or future job responsibilities.

Medium

Maintains Composure – Remains calm in uncertain or challenging situations and consistently behaves in a manner that is acceptable to others

Medium