Deputy Manager - Process Train
Core
Lead and mentor the Communication, Cultural, Soft Skills, and V&A Training (CCT) team to drive business metrics (CSAT/NPS/CES) and implement process improvements.
Role type
Senior IC Deputy Manager (Training & Development)
Builds
Training programs, e-learning content, and operational processes for BPO accounts
Domain
Business Process Outsourcing (BPO) - Language & Customer Service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership and mentoring, Strategic initiative planning, English proficiency, Project management, Data analysis, SOP creation, Instructional design, KPI management
Preferred skills
Hiring tools knowledge, CEFR scale expertise, Pre-Process Training experience, Articulate/Vyond/Adobe Suite proficiency
Technologies
Hiring tools, CEFR scale, Train & Hire, Pre-Process Training, Articulate, Vyond, Adobe Suite
Responsibilities
Lead and mentor the CCT team for accounts, Drive strategic initiatives to improve CSAT/NPS/CES, Provide real-time support to project teams, Manage multiple teams and locations by providing KPIs, Create SOPs across CIS training, Analyze data to suggest measures for revenue generation
Seniority
Senior, hands-on IC