WNS Global Services
Location
Pune | India
Job description
WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable businesses in Travel, Insurance, Banking and Financial Services, Manufacturing, Retail and Consumer Packaged Goods, Shipping and Logistics, Healthcare, and Utilities to re-imagine their digital future and transform their outcomes with operational excellence.We deliver an entire spectrum of BPM services in finance and accounting, procurement, customer interaction services and human resources leveraging collaborative models that are tailored to address the unique business challenges of each client. We co-create and execute the future vision of 400+ clients with the help of our 44,000+ employees.
High level objective of aforementioned role is to oversee Hiring Voice and Accent Training Improvement plans Client Management Stake Holder Management and representing Culture and Communication team This includes but is not limited to SLA delivery noncontractual metrics as may be agreed upon from time to time and stakeholder liaison as defined by the stakeholder management matrixFurther deliverables also include metrics over and above training throughput and governance as defined by the Goal sheet These include VoC target as defined by business management communication projects for value addition and attritionTo lead and manage the Trainers to drive VandA and floor support training teams for on-time and quality delivery To work closely with the stakeholders Internalexternalunderstand the Training needs and align the team to deliver the requirements To manage Stakeholders represent CCT in different forums WBRMBR QBR Plan Training sessions by working closely with the WFM team Drive and improve English Communication ChatEmail Voice and Soft Skills and Floor Support for ontime and quality delivery Content Creation Training NH batches and conducting floor support interventions when the need arises Conduct TNI and TNA to program the modules as per the process needs Conduct TNA through NPSCSAT Quality Analysis Conduct TNI through floor interventions Frontend skill management initiatives including coaching & training SLA Management for all Floor Training Initiatives On Time Reporting of DSAT Management Drives Prepare site related management reports WBR MBR Ensure optimum utilization of training resources within the site Liaise with Operations to ensure there is adequate and effective training support provided Analyse and identify internalexternal customer requirements through data analysis and use training as a tool to resolve issues Report accurate statistics Consistently achieve or exceed quality training and targets Conform to company and client security requirements
Graduate CELTA certification would be an advantage
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