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Assistant Manager-ITC

0.00 to 4.00 Years   Gurugram   17 May, 2022
Genpact India Pvt Ltd
Job LocationGurugram
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Operations Management
EmploymentTypeFull-time

Job Description

    AM, Universal Coach (Training and Quality)Conduct BUILD, Pre-Process and Process Training, as directed by the BusinessDeliver training using contemporary principles and assessment methodology which are aligned with company and customer standards Run Soft-skills and Cultural training and complete quality certification prescribed by Quality Team Organize and manage training venues and logistics, as required, to achieve efficient training delivery Responsible for maintaining and publishing Training reports with internal and external stakeholders Drive consistency and Best Practice-sharing of standard training practices across all domains and LOBs Maintain up-to-date knowledge of systems and tools, products and services to upskill the team continuously Identify and analyze knowledge/skill gaps and initiating process improvement to address these Actively pursue initiatives that aid team members in achieving individual and team Key Performance Indicators Work in tandem with the Overall Lead, Operations Lead and peers to identify and address performance and developmental opportunities Manage and develop direct reports Ability to foster and support a diverse team environment across differences (race, age, gender, sexual orientation, etc.) Perform weekly/random trending-based coaching/monitoring/tracking to manage team member s performance, training needs analysis Oversee facilitation of PKT, monitor and track results, and interventions (coaching, refreshers, etc.) Develop self and maintain relevant knowledge in relevant fields at all times Audit surveyed calls and provide verbatim feedback using the prescribed monitoring tool Help in facilitating or co-facilitating coaching and feedback session with agents Consolidate quality data and maintain the internal Quality dashboard Provide data and root cause analysis on audited calls Must be able to think independently and offer suggestions and solutions for team improvement, as needed Should have basic knowledge on MS Office (Word, Excel, PowerPoint) Written Communication must be able to document procedures and develop both internal and external communications. Verbal Communication must be able to articulate and deliver content and thoughts, can communicate with clients, as needed Should be detail and process-oriented Other training/quality-related deliverables, as assignedQualifications we seek in you Minimum qualifications Previous Healthcare and retail domain experience (including logistics, order taking and post order management) Customer Service experience CSAT-driven Good Training/Quality background GraduatePreferred qualificationsRelevant experience of working with multiple stakeholders and domains, a plus,

Keyskills :
salesmisaccountstatbankingroot cause analysisms officeroot causesoft skillsorder takingretail domaincustomer focus

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