CS Training Manager
DESCRIPTION
Job summary
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
What you will be doing?
Manage a team of front-line Training Managers and Communication Specialists, and support worldwide network of Trainers across different languages and processes within Customer Service Process.
· Determine Training needs by analyzing quality impacting issue and derive a plan of action to drive improvement
· Facilitate the execution of headcount scaling up efforts in CS across different geographies and languages.
· Contribute to and influence the prioritization of key quality improving project entries and process improvement project opportunities driven by Training Team.
· Ensure effective delivery of Communication Training and facilitate communication amongst the learners, trainers and instructional designers
· Drive improvements in training performance by innovating and sharing best practices globally.
· Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for the responsible Functions/Depts
· Own the reporting and communication of training performance metrics to all the relevant Stakeholders.
· Management of Trainer and Training room capacity based on capacity goals and targets. Providing an annual, two and three year view.
· Facilitate continuous development of trainers and facilitators to support various learning initiatives
· Work towards succession planning to ensure seamless growth in team
· Identify and provide support and guidance to Temporary trainers
· Evaluate the effectiveness of training activities in relation to business goals and suggest changes
· Identify progressive tools and technology enablers that will improve effectiveness of training classes.
Key job responsibilities
· Over all 10 to 15 Years of work experience with minimum 8 years + experience in Voice and Accent or communication training .
· should be in a Team Management role and must have Project Management experience
· Experience of conducting Training Needs Analysis and carrying out all activities in the Training Cycle: Identify, Design, Delivery, Evaluation
· Excellent verbal and written communication skills
· Experience of implementing a wide range of Change management and process improvement activities
· Able to develop and implement departments goals and strategies based on broader organizational goals
· Excellent Classroom Management and Facilitation Skills
· Superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity
· Excellent interpersonal skills – ability to work and influence with multiple Training Team members/ Stakeholders across different CS sites globally
· Ability to analyze large volume of data points, identifying issues and recommend solutions
· Must be a College graduate (any Learning and development related course or certification will be a plus)
Key job responsibilities
Ensure effective delivery of Communication Training and facilitate communication amongst the learners, trainers and instructional designers
· Drive improvements in training performance by innovating and sharing best practices globally.
· Liaison with Recruitment, Workflow and the Operations Team to update and publish Training Calendar for the responsible Functions/Depts
· Own the reporting and communication of training performance metrics to all the relevant Stakeholders.
· Management of Trainer and Training room capacity based on capacity goals and targets. Providing an annual, two and three year view.
· Facilitate continuous development of trainers and facilitators to support various learning initiatives
· Work towards succession planning to ensure seamless growth in team
· Identify and provide support and guidance to Temporary trainers
· Evaluate the effectiveness of training activities in relation to business goals and suggest changes
A day in the life
Manage a team of front-line Training Managers and Communication Specialists, and support worldwide network of Trainers across different languages and processes within Customer Service Process.
About the team
The team supports new hire and continuous development initiatives for Customer Service Associates at Amazon India supporting customers across multiple geographies in the globe
BASIC QUALIFICATIONS
· Over all 10 to 15 Years of work experience with minimum 8 years + experience in Voice and Accent or communication training .
· 5+ years of Training Management experience (should be in a Team Management role and must have Project Management experience)
· Experience of conducting Training Needs Analysis and carrying out all activities in the Training Cycle: Identify, Design, Delivery, Evaluation
· Excellent verbal and written communication skills
· Experience of implementing a wide range of Change management and process improvement activities
· Able to develop and implement departments goals and strategies based on broader organizational goals
· Excellent Classroom Management and Facilitation Skills
· Superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity
· Excellent interpersonal skills – ability to work and influence with multiple Training Team members/ Stakeholders across different CS sites globally
· Ability to analyze large volume of data points, identifying issues and recommend solutions
· Must be a College graduate (any Learning and development related course or certification will be a plus)
PREFERRED QUALIFICATIONS
· A Master’s Degree in Management is preferred
· 4 plus years’ experience with customer service or banking processes would be an added advantage
· Project Management experience
· Strong candidates may come from a background in operations in ITES/IT/ Hospitality/Retail / (operational excellence expertise in the form of black belts/ green belts or equivalent work exp. would be desirable).
· Advanced working knowledge of MS Office (esp. MS Excel) suite of products skills
Monday, November 29, 2021