Manager - Content & Knowledge Management

Bengaluru

Position

Manager – Training Contact center

Minimum Skills / qualifications

•        Graduation

•        Work experience as BPO training manager managing frontline and escalation training teams

•        Demonstrated experience in curriculum and training design, training principles, Training need identification.

•        Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)

•         Excellent communication(Verbal and written) and leadership skills

•        Able to work with others in a fast-paced, team environment and to interact effectively with all levels of management and partners

•        Results oriented with excellent communication and interpersonal skills, can work individually with minimal or no supervision

•        Experience with advanced MS Excel, Powerpoint , word

•         Knowledgeable of the Adult Learning Theory and Instructional Methodologies is an added advantage

About Contact center

 

The contact center for Myntra caters to various touch points of Customer connect namely Voice, email, chat and Social media.

 

The team also compromises of the escalation desk who caters to escalations across all channels and CEO escalations

 

The training team consists of seasoned trainers managing in-house and partner location trainings and refresher trainings

 

 

Job Description and responsibilities

•        Manage a team of  trainers across Myntra Jabong

•        Partner management across 3-4 locations ensuring training SOP’s are being adopted and partnering for learning curve reduction

•        Proactively identifying training gaps and build modules and processes to bridge them

•        Work with trainers on skill development

•        Work with partner and process owners to create a prioritized list of training needs

•        Identify and recommend ways for training methodologies and learning curve improvement

•        Use technology to improve training outcomes and measurements

•        Work with departmental managers to outline the specific data needs