Learning and Development Manager - Contact Centre

Sky Service Cards - L & D Manager-Sky Channel-Contact Centre Inbound

Job DescriptionGrade: M2/M3Role: Learning & Development Manager

 

 

 

The role is critical in shaping the performance and on boarding experience of our new joiners.

 

JOB Role: Learning and Development Manager 

 

1. M2 grade and above with min 2 to 3 years of experience as mentor
2. To coach and mentor the new Joiners on handling customer queries with confidence
3. Conduct the structured training programmes on system, compliance and Customer handling 
4. To continuously support the team on floor on the process refresher 
5. Identify the Focus group and shape them up to achieve the benchmarks 
6. Min 200 Calls validations and identification of improvement areas  
7. Strong data analysis to bring the bottom performers above the performance levels
8. Periodic training of the team on the new process 
9. Develop the team and ensure that NPS and FTR is met 
10. Ensuring that at least 70% of the team is above 70 point
11. Keep the attrition of the new batch in control 
12. Ensure that service recovery is completed on all detractors 

 

Required Skills:

• Prior experience as Team coach or mentor for the team or SME in contact centre 
• Excellent team building skills
• Ability to motivate People  
• Strong process knowledge of Credit Card and RL products 
• Flexible to work including Weekends and Holidays, ( Compensatory offs will be given for BH)
• Excellent verbal and written communication skills
• Excellent Excel and PPT skills 

 

 

 

Let us build future of Customer experience together !!

 

Interested candidates may please contact me through email with a copy of their CV and why they think they are best fit for this role 

 

Experience Level

Mid Level