Group Manager - Training (Behavioral, Sales & Service)Job Responsibilities• Preparing new sales representatives by conducting orientation to the sales process, developing individual coaching plans, providing resources and assistance, scheduling orientation drive along with senior representatives.• Determining training needs by traveling with sales representatives, observing sales encounters, studying sales results reports, conferring with sales managers.• Developing… Show more Group Manager - Training (Behavioral, Sales & Service)Job Responsibilities• Preparing new sales representatives by conducting orientation to the sales process, developing individual coaching plans, providing resources and assistance, scheduling orientation drive along with senior representatives.• Determining training needs by traveling with sales representatives, observing sales encounters, studying sales results reports, conferring with sales managers.• Developing individual results by maintaining policy and procedure resources, providing coaching, conducting training sessions, developing outcome improvement resources.• Improving training effectiveness by developing new approaches and techniques, making support readily available, integrating support with routine job functions.• Accomplishing sales training and organization mission by completing related results as needed.• Classroom/OJT Training(NHIP) for Bharti Airtel Retail Employees Show less

Assistant Manager – Training (Regional Lead-North)Job Responsibilities• Responsible for smooth running of Training Function in the North region• Handling the distributed team of 8 trainers.• Training deployment management - Creation of Weekly training plans & deployment of Teacher Training in Region.• Data management, Review & feedback of trainers’ reports & its reporting to inter departments. • Internal audit on existing processes & ensuring adherence to SOP by… Show more Assistant Manager – Training (Regional Lead-North)Job Responsibilities• Responsible for smooth running of Training Function in the North region• Handling the distributed team of 8 trainers.• Training deployment management - Creation of Weekly training plans & deployment of Teacher Training in Region.• Data management, Review & feedback of trainers’ reports & its reporting to inter departments. • Internal audit on existing processes & ensuring adherence to SOP by Trainers.• Ensuring budget compliance.• Implementation and monitoring of HR activities comprising of Talent Management, Compensation Management, Performance Management, Learning & Development and Employee Engagement• Providing performance based leadership. Building and motivating effective team to achieve the target and ensuring accountability through appropriate performance management.• Helping sales team for Pre Sales Training & Sales Demo• Conducting New/Refresher Product Trainings for the teachers in the Schools.• Induction / orientation and training of Resource Coordinators and On-going support for them.• Evaluating content of DigitALly Software and providing feedback to content team.• Assisting teachers to use DigiClass & solving their issues of DigiClass while teaching for usage enhancement of the product. Show less

Lead TrainingJob ResponsibilitiesI have been the Part of the Apollo Munich Health Insurance process since Go Live and was the member of the Transition Team. Prior to Apollo, I was associated with Bharti Airtel account.• Responsible for End to End reporting of Apollo Process.• People Management of 25 Officers.• Handling all the operational/WFM activities.• Maintaining the data for PGMS/BPMS/PMR Audits for the Process.• Training of New Hires with more than… Show more Lead TrainingJob ResponsibilitiesI have been the Part of the Apollo Munich Health Insurance process since Go Live and was the member of the Transition Team. Prior to Apollo, I was associated with Bharti Airtel account.• Responsible for End to End reporting of Apollo Process.• People Management of 25 Officers.• Handling all the operational/WFM activities.• Maintaining the data for PGMS/BPMS/PMR Audits for the Process.• Training of New Hires with more than 90% rolled throughput• Managing Internal and Client audits for the training function• Assessing performance of OJT batches and taking corrective action• Building TNIs for the LOB and refreshers for Customer Care officers• Generating weekly performance review dashboard and presenting the same• Providing Feedback & Coaching to Officers on performance and Quality• Achieving Metrics specified by clients from time to time, which should be in 'Green Light'• Providing support and resources to QLs and QEs to perform.• Providing inputs to TLs and Specialists for improving process performance.• Developing, Implementing & Reviewing Improvement Plans.• Updating the Floor on Product / Process updates & Conducting Product Assessment Show less

I was handling the team of 15 Auditors in 13 processes of Airtel Postpaid & Prepaid.• Ensuring that SLA for quality is met in terms of no. of monitoring for each agent and the quality score of Quality team• Ensuring that feedbacks are delivered for all the monitoring conducted by QEs • Ensuring that process improvement initiative leading to increased productivity and better quality standards. • Ensuring performance of the Quality Executives by monitoring the scoring… Show more I was handling the team of 15 Auditors in 13 processes of Airtel Postpaid & Prepaid.• Ensuring that SLA for quality is met in terms of no. of monitoring for each agent and the quality score of Quality team• Ensuring that feedbacks are delivered for all the monitoring conducted by QEs • Ensuring that process improvement initiative leading to increased productivity and better quality standards. • Ensuring performance of the Quality Executives by monitoring the scoring methodology and feedback mechanism, thereby, accuracy of data is to be maintained. • Responsible for calibrating and supporting quality standards • Ensuring all client reports are accurate and sent as per the defined timelines. • Ensuring that regular process audits are carried out at agent and team level to identify process gaps and recommend a solution to bridge the gap. • Participating in joint call (contact) monitoring with client, client services team and call center team. • Ensuring client quality and corporate customer satisfaction goals are met or addressed in a timely manner. • Analyzing customer satisfaction and dissatisfaction data; recommend solutions to address the root cause.• Imparting Induction Training to suit needs of a particular Airtel’s Campaign• Imparting Refresher Training based on feedback from Airtel Process owners.• Maintaining Offer tracking sheet and Frequently Asked Questions for different offers launched and mailing it to Airtel.• Maintaining Knowledge Bank, which contains all the information regarding Airtel Product and Latest Updates.• Conducting Daily Briefings & Surprise Quiz to check the impact of daily briefings.• Preparation of Monthly Quiz for all the campaigns.• Conducting Interviews for New Hired Induction batches with the HR Department.• Regular Data cleanup & uploading of On-line Certification with New Ids & question Bank.• Conducting Soft Skills Training in order to increase Call quality and customer satisfaction. Show less