Training Manager

1 week ago

Salford Quays, United Kingdom Tech Mahindra Limited Full time

Here at Tech Mahindra, we have a great opportunity for an experienced Training Manager to join our team

**The Role**:
The Training Manager is a key position within the Tech Mahindra team in Salford. The Training Manager will have complete ownership of the end-to-end training function, which will include managing a team of up to 12 trainers, as well as owning the contentcreation and delivery for all aspects of contact centre training requirements for various lines of business within the Tech Mahindra contact centre operation.

Our contact centre in Salford Quays is our flagship site across Europe. This specific site is a partnership we have with our prestigious client Talk Talk. Our aim is to ensure that all Tech Mahindra employees are trained and developed to the highest of standardsto ensure they deliver exceptional customer service to Talk Talk customers.

If you are ambitious, driven and are looking for an exciting challengethis could be the opportunity you are looking for

**About you**:
We are looking for a confident and experienced training manager who takes pride in their work and cares about setting people up for success and further developing people within their careers

You will be ideally experienced in BPO / Outsourcing industry; however, we would be interested in hearing from people who have experience in large matrix organisations with multiple contact centre locations.

**Role Duties**:

- Create training and development programs / plans for specific LOB
- Responsible for New hire training (end to end)
- Track and improve post training effectiveness
- Responsible for Floor training based on TNI (end to end)
- Manage PKTs & all Knowledge assessments
- Own update management process
- Hire, Coach and develop team of trainers and associate manager training
- Handle ad-hoc training requests
- Participate in client calls representing Tech Mahindra
- Consolidate, maintain, and share training data to internal and external stake holders
- Conduct Training Batch audits / observation session and share constructive feedback to the Associate Manager training and calibrate the AM feedback to trainers
- Driving Behavioral training completion for the assigned process
- Conduct Behavioral training sessions as and when required
- Own, creation and regular update of training SOPs based on various quality standards
- Review Associate Manager training reporting to them regularly and share constructive documented feedback
- Publish training dashboards to the Stake holders
- Driving and participating in Six sigma projects, performance improvement and cost reduction initiatives
- Participate and drive participation of training team in CSR activities

**Experience Required**:

- 8 Years of relevant experience (with a minimum of 4-year experience leading a team of customer service, technical & process trainers**)**:

- Experience handling large ramp up training
- Experience handling a team of trainers or Associate Managers

**Specific Training / Certification preferred (optional if experienced and knowledgeable)**
- Train the trainer certification (Internal / External)
- Master trainer certification (preferred)
- Training management certification (preferred)

**Salary & Benefits**:

- Very competitive basic salary
- 28 days holiday (Inc of bank holidays - increasing yearly)
- Pension
- Private Medical Insurance
- Mobile Allowance
- Dedicated Car Parking Space
- Host of other employee benefits & incentives

**Business Overview**:
Tech Mahindra are a multi-billion £ company who employ over 125,000 professionals across 90 countries, helping over a thousand customers, including fortune 500 companies achieve excellent customer experience.

At Tech Mahindra, a culture of driving positive change, celebrating each moment, and empowering all to Rise drives us to dream, do, and become more. By living our culture, both as individuals and as a team, we establish and advance our presence as a brandthat is global, innovative, and caring.

Our culture also leads the way for us to be and become a Company with a Purpose. We try to achieve this by making responsibility personal and adopting sustainability as a way of life at Tech Mahindra.

That is the Tech Mahindra way**to RISE**

What makes a great team? A Diverse team

We are passionate about finding the right people to join our team and we understand that everyone has specific things they want for their personal and career development, so please do speak to us, and let us know what matters to you

Interested? Get in touch with our Talent Acquisition team We look forward to speaking with you

A job isn’t just a job. It’s who you are

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