Sky Service Cards - L & D Manager-Sky Channel-Contact Centre Inbound
- Bangalore, Karnataka
- Permanent
- Full-time
Grade: M2/M3
Location: Bangalore
Role: Learning & Development ManagerThe role is critical in shaping the performance and on boarding experience of our new joiners.JOB Role: Learning and Development Manager
- M2 grade and above with min 2 to 3 years of experience as mentor
- To coach and mentor the new Joiners on handling customer queries with confidence
- Conduct the structured training programmes on system, compliance and Customer handling
- To continuously support the team on floor on the process refresher
- Identify the Focus group and shape them up to achieve the benchmarks
- Min 200 Calls validations and identification of improvement areas
- Strong data analysis to bring the bottom performers above the performance levels
- Periodic training of the team on the new process
- Develop the team and ensure that NPS and FTR is met
- Ensuring that at least 70% of the team is above 70 point
- Keep the attrition of the new batch in control
- Ensure that service recovery is completed on all detractors
- 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