Non-program specific training (Soft skills, efficiency)Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accountsTrends analysis (Analyzing quality reports and call center data to determine training needs and opportunities)Project Manage/Drive Continuous Improvement InitiativesPerformance benchmarking (Determine levels of performance for comparison purposes)Training documentation (develop supplemental training material, develop training material for initiatives not documented by client, ensure compliance with Vendor Total Quality Plan)Support client trainers (Cooperation and mutual support for client provided trainings)Develop and maintain strong working relationships with and attend stakeholder meetings (Exchange of knowledge, experience and know-how)Ensure facilitation and coordination of calibration process and sessions (both internal/external)Create, conduct and score skills assessmentsEvaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plansSchedule and execute trainings in close cooperation with the Account ManagersProvide train-the-trainer support for subject matter experts who are assigned to program training in their departmentsEnsure unified training and quality standards across the programsUnderstand and enhance performance of KPI (Key Performance Indicators)Develops and implement operational standard and uniformity including the sharing of best practicesPrepares cost estimates and develops proposals for changes requested that affect operationsEntrusted for strategically developing the contact centers for the future (technology, strategy, processes)Manage assigned resources to include: Plan, direct and supervise the work activities of the quality and training teamsCreate and analyze quality reporting to support business needs and initiativesProvides recommendation and resources to support any quality gaps for product, client or internal driversValidate and verify data collection procedures and formatsConduct end to end process audits for key support processes within each accountAttend/Facilitate client Calibration or monitoring sessionImplementing Customer Operations Performance Center metrics and other quality initiativesProvide leadership and guidance for Quality Assurance teamMaintain a measurement system to determine Return on Investment on qualityEstablish and drive tactical and strategic QA plans and initiativesSupports other programs and projects by sharing best practices, experiences and know-howCoordinates with Account Managers to interface quality assurance issuesConduct orientation sessions and arrange on-the-job training for new TrainersEnsure all changes to processes are communicated, documented and implemented through established methodology and communicated to operationsIdentify deficiencies within quality assurance for the purpose of developing and implementing enhancements/improvementsEvaluate instructor performance and the effectiveness of training programs, providing recommendations for improvementDevelop and Manage testing and evaluation proceduresConfer with management and conduct surveys to identify training needs based on projected production processes, changes, and other factorsDevelop and organize training manuals, multimedia visual aids, and other educational materialsPlan, develop, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshopsAnalyze training needs to develop new training programs or modify and improve existing programsReview and evaluate training and apprenticeship programs for compliance with government standardsTrain instructors and supervisors in techniques and skills for training and dealing with employeesCoordinate established courses with technical and professional courses provided by community schools and designate training proceduresEnsure accurate and complete Financial management for self and departmentAttends all appropriate training meetings including internal/external accountConducts Client and Internal Presentations for programs including business reviewsCoordinates and Maintains Training Delivery Calendar and work assignments for Trainers including ramp plans, room, trainer and other resource requirementsProvides program specific training to support staff as neededConducts Analysis of Training Effectiveness Surveys (Level 1 Reaction and Behavior Surveys)Consults with internal customers and develops custom courses to meet specific business needsSuccessfully Completes all required training including program specific, organizational and training manager development content, as requiredEnsures that all issues and requests for service are processed correctly and in a timely mannerProvides feedback to management regarding process improvements and content gaps, provides feedback on changes required to method or proceduresDemonstrates a strong customer service orientation and takes task ownershipCreates a positive impression of arvato service and client, through words and actionsConduct and/or participates in formal walk-through of training materials (Train-The-Trainer Sessions) and make revisions with course development, as necessaryMonitor student progress throughout duration of training, providing coaching and developmental feedbackOversees Learner process and Progressive Discipline or Performance Management during training cycle including in class and a-bayCoordinates transition of students from training to work environment, ensuring competency levels are sufficientParticipate in client meetings for material and curriculum updates and to ensure appropriate changes are included in future classesWork closely with Instructional Designer or Training Manager (internal or client) to develop classroom delivery strategies including multi-media preparationUtilize effective presentation skills including creative training techniques and adult/accelerated learning techniquesDevelop classroom agendas, timelines and content flow as necessary to deliver effective training to studentsJob Requirements:Candidate must possess at least a Bachelor s Degree / Professional Degree in any field5 to 6 Years of relevant management experience (managing training and quality teams)COPC or Six Sigma Black Belt desirableMust have strong background and knowledge in Quality assurance areasExperience in managing QA initiativesKnowledge of adult learning stylesBackground and experience in Instructional Systems DesignProficiency in using Microsoft Office ProductsProven ability to manage people, processes, and technology across multiple sites and virtually.Strategic thinker and strong analytical skillsExcellent understanding and QA principlesClient Relationship exposureExperience with developing a QA team in a call center environmentPossess senior management leadership abilities and skill, such as the ability to build teams and manage operational, organizational and financial elements. Demonstrated experience coaching and developing individualsAbility to influence and motivate othersSuperior written and verbal communication skills and presentation skillsExcellent leadership and developmental skillsDemonstrated success managing new initiatives while meeting operating and budgetary requirements.Strong knowledge of call center software, technology and key indicators.Excellent organizational skills and exceptional follow through disciplineStrong leadership skillsExcellent presentation skillsAnalyze problems, detect root causes and resolve all issuesHigh internal customer focused orientationExcellent Time ManagementPlanning / organizing / prioritizing skillsExcellent written & spoken EnglishEstablish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accountsInterpersonal skillsAchievement orientationGood coordination skillsGeneral business acumen, including reporting and analysis, presentation skills, and organizational abilities
Type : Company job
Role : Manager
Industry : Call Center/IT-Enabled Services/BPO
Salary : Not Disclosed
We create amazing customer experiences that people value and we are proud of. By combining talent, data and technology we deliver real impact for our partners. We are driven to go further.
Our vision is to be our clients’ trusted long-term partner for customer engagement in a constantly changing world. Creativity, Excellence and Respect drive everything we do. This ensures success for our partners and allows us to thrive as one team.
We serve customers across the world through our 48,000+ employees based in 28 countries in Europe, the Middle East, Africa, Americas and Asia in 36 languages. We support your customers at any time, through every device and in the manner they expect of their brands. We speak their language wherever they are and whatever their culture. We do this through consultancy and contact centers via direct customer interaction and the many things that influence the overall customer experience.
MAJOREL – DRIVEN TO SERVE CUSTOMERS
We serve your customers by combining the best of people, technology and innovation. We truly believe that the greater the use of technology, the more human we can be. Because service is a human thing, even when it’s delivered by a robot. We have more than 500 clients globally, many of which we’ve been working with for over 10 years. As an industry leader, we offer you the most secure and compliant solutions. Some of the biggest companies in the world, including the brands you interact with daily, trust our people to represent them.
Majorel came into being in January 2019 when Bertelsmann and Saham joined hands to create a leading customer service organisation with revenues of €1.2 billion. Majorel brings together Arvato CRM Solutions, Phone Group, ECCO Outsourcing and Pioneers Outsourcing. We all share the same values and we capitalise on our joint expertise, experience, and resources to give our clients the most efficient, effective and enjoyable outsourcing experience.
Majorel supports clients all over the world to successfully shape their customer relationships. More than 48,000 employees in 28 countries design and implement customized solutions for this purpose. We create amazing customer experiences that people value and we are proud of. By combining talent, data, and technology, we deliver real impact for our partners. Today’s rapidly changing world is sometimes challenging for service delivery; But with our spirit of true entrepreneurship, adaptability and our drive to go further, we view it as an opportunity to innovate by getting the best from people and technology. We constantly strive for the best. We know that doing so is pursuing a moving target. It takes full commitment to go the extra mile. Mutual respect and trust is the hallmark of every successful business, and it’s the same at Majorel. We know that challenges are met and ambitions achieved through teamwork: not only amongst our colleagues, but in partnership with our clients too.