RPO Operations

Handling a Team of trainers and assisting them in completing allocated tasksMentoring the trainers to develop further in their role and enhance their professional skills Working and calibrating regularly with Operations and other support functions to help the business achieve its targetsPlanning trainings, schedules, leaves , tasks alignment, training room allocationConduct evaluation of the performance of instructors and the result of the training programs; make recommendations to enhance the efficiency of the trainingAnalyze the needs of training the BAU staff and develop training programs to meet such needsForecast budget for training needsPlan and secure necessary training materials for the coursesTo help develop training curriculum for BAU staffs (prepare e-learning materials if necessary)Set up, guide and supervise the team of instructors including trainers and assistants; Check adherence to aligned taskLiase with clients and apply professional knowledge and skills to enhance the education & training quality and develop a proper curriculumCoordinate between Quality and Operations with regard to training needs for BAU staffOrganize, update and help maintain documents, records and files for training purposesConduct evaluation of the training performance and the compliance with training objectives, procedures and technical requirements; (Batch observation and schedule adherenceAnalyze, summarize, compile and submit reports to the managers of training result;Work with the stakeholders of the company to facilitate training activities with best experience and practical opportunitiesMonitor performance and adherence of on-the-job training for operational staffsPerform periodical reviews (Monthly 1:1's) and final appraisal process for trainers on their performance, prepare trainer scorecard and share feedbackComplete call taking or working on cases as a part of Back to Basics activity

 Joined as a Customer Service Advisor for a Migration Process, was interviewed and selected to be made permanent after 6 months As a part of IJP (Internal Job Posting), was selected for a trainer position Trained batches for a Financial process for approximately 3 years and for a Telecom process for Approximately 2 years Was a part of the team which was awarded Best Support Team award by Operations team in 2008 Was awarded the Most Improved Performer award by Clients in 2010 in a TTT (Train The Trainer) conducted in UK Was Titled with the Support Star award in 2011 by Operations team

Customer care for a UK credit card provider handling account queries including voice and processing

 Took customer service calls as part of a new migration process Handled approximately 200 calls every day Was interviewed and selected for another upcoming process to be a part of the Pilot team