Job description 

Key Responsibilities:
Training Strategy and Planning:

? Develop and execute a comprehensive training strategy for partner contact centers,
aligning training initiatives with our company's customer service goals.
? Identify key performance indicators (KPIs) and metrics to measure the impact and
effectiveness of partner training programs.
Training Program Development:
? Liaison with the internal content team to design and develop customized training
programs, materials, and resources that cater to the unique needs and requirements of
partner contact centers.
? Liaison with the internal content team to create engaging and interactive training content,
including e-learning modules, workshops, and documentation.
Training Delivery and Facilitation:
? Oversee the delivery of training programs at partner contact centers executed through
various channels, including virtual classrooms, in-person sessions, and self-paced e-
learning.
? Collaborate with internal stakeholders to understand training requirements and the
outcome intended. Design training solutions to fix errors and ensure effective execution.
Performance Assessment and Improvement:
? Monitor and evaluate partner contact center performance to assess the effectiveness of
training programs through regular evaluations conducted weekly, monthly, quarterly and
yearly.
? Implement improvements and enhancements to training content and delivery methods
based on feedback and data-driven insights.
Stakeholder Collaboration:

? Build and maintain strong relationships with partner contact center organizations,
fostering collaboration and alignment on training initiatives.
? Collaborate with cross-functional teams to ensure that partner training aligns with overall
customer service strategies.
Knowledge Transfer and Onboarding:
? Facilitate smooth onboarding and knowledge transfer processes for new partner contact
centers joining our network.
? Ensure that partners are well-prepared to represent our brand, deliver exceptional
customer experiences, and meet performance expectations.
Reporting and Analytics:
? Work with the MIS and analytics team to generate and analyze training-related reports
and metrics to measure partner contact center performance and the impact of training
programs.
? Provide regular updates and insights to leadership.
Feedback Mechanisms:
? Collecting feedback from partner contact center agents and supervisors to continuously
improve training content and methods.
Continuous improvement:
? Periodic training needs assessments needs to be conducted to identify new and evolving
opportunities
? Liaison with the training content team in restructuring the curriculum and content based
on evaluations and learnings.
? Pilot initiatives and ideas, towards learning curve reduction and improving training
efficacy measured through specific performance metrics
Adherence to Partnership Agreements
? Ensuring that partner contact centers comply with the terms and conditions outlined in
partnership agreements (MSA), including training requirements.

Requirements:

? Bachelor's degree in any field.

? 8 to 10 years of overall experience, with 6 to 8 years of experience in training and
development, preferably within a contact center or customer service environment. This
should include experience designing and delivering training programs.
? 2 years of team management experience.
? Experience in contact center partner management will be an added advantage.
? Strong strategic planning and program management skills
? Excellent presentation and communication skills.
? Strong interpersonal skills for building and maintaining relationships with partner
organizations, internal teams, and stakeholders.
? The ability to analyze training data, performance metrics, and feedback to drive
continuous improvement.
? The contact center environment is dynamic, so adaptability to change and the ability to
stay updated with industry trends and training methodologies is essential.
? Understanding of technology used in training and learning management systems (LMS)
? Ability to collaborate effectively with cross-functional teams and external partners.
? Training and development-related certification will be an added advantage.
? Should have an understanding of learning principles and theories and a basic
understanding of learner psychology.
? Open to travel to partner contact center for performance review and relationship
management