Assistant Manager - Process Training at WNS Global Services SA

Job Description

• Conduct new hire classes and hand hold them in the OJT phase and complete smooth transition from class to production.
• Evaluate employee performance to gauge where skills are lacking.
• Work with internal and external stakeholders and drive process and floor support.
• Create training programs to address skill gaps in employees by conducting regular TNA and TNI
• Storyboard and prepare learning materials for programs.
• Coach and provide feedback to trainees on their performance in class and on shop floor.
• Control absenteeism and attrition in class and motivate the batch.
• Consistently achieve or exceed targets on quality and throughput in training.
• Create new training content and update existing content to support new hires and existing staff on the floor.
• Maintain accurate data for the classes and ensure timely reporting.
• Participate in regular internal and external stakeholder customer interactions.

Qualifications

• Sound knowledge of Airline travel domain – preferably Res - Ticketing background
• Should have Voice training experience of more than 3 years on airline travel domain.
• Ability to work in shifts.
• Should have new hire training experience with adequate exposure to coaching and feedback of new and tenured agents.
• Ability to identify gaps in skills in classroom and on the shop floor. Design customized training programs and track ROI.
• Good people management and organizational skills
• Good knowledge of MS Office – PowerPoint, Excel, and Word.
• Willingness to go over and beyond the regular delivery requirements during ramp/ peak season.
• Good analytical and presentation skills.