Senior Manager Training And Development - AllDigi Tech Limited - Bangalore, Karnataka
(2024-04)
- Directed and implemented comprehensive training and development strategies, policies, and objectives to ensure continuous operational improvement and maximize productivity.
- Oversaw the review of team performance reports, providing strategic recommendations for improvement and approving actionable plans.
- Developed and executed targeted corrective action plans to address organizational and departmental performance challenges.
- Managed client data and facilitated seamless client coordination for training initiatives and performance reviews.
- Developed and presented Monthly Business Review (MBR) inputs focused on training impact and employee development.
- Designed and maintained training performance dashboards to provide clear visibility into program effectiveness and individual/team progress.
- Created and implemented team scorecards to track and drive performance against key training and operational metrics.
- Conducted in-depth team performance reviews, identifying development needs and implementing tailored growth plans.
Manager Training And Development - AllDigi Tech Limited - Bangalore, Karnataka
(2021-04 - 2024-04)
- Led, managed, and motivated training teams to consistently achieve daily, weekly, and monthly Key Performance Indicators (KPIs).
- Monitored critical performance metrics including conversion rates, productivity, quality scores, and Average Handling Time (AHT), implementing training interventions to optimize.
- Conducted regular coaching sessions, provided constructive feedback, and delivered performance reviews to drive continuous improvement.
- Facilitated effective stakeholder and client coordination to ensure alignment of training programs with business needs.
- Ensured strict adherence to processes, compliance regulations, and organizational policies through targeted training.
- Managed attendance, shrinkage, scheduling, and roster adherence for training staff, optimizing resource allocation.
- Provided dedicated support to new hires during the nesting phase, stabilizing team performance and accelerating ramp-up.
- Identified skill gaps across teams and recommended tailored coaching or training interventions to address specific development needs.
Assistant Manager Training And Development - Allsec Technologies - Bangalore, Karnataka
(2018-04 - 2021-04)
- Delivered comprehensive classroom and floor-based training programs covering process, product knowledge, and essential soft skills, ensuring new hires and existing agents consistently met operational and quality benchmarks.
- Designed and facilitated impactful soft skills modules focused on effective communication, active listening, empathy, objection handling, confidence building, call control, rapport building, and professional etiquette, aligned with banking and customer service standards.
- Enhanced new hire onboarding success rates by integrating role-plays, behavioral simulations, and real-call analysis into the training journey.
- Improved talk-time efficiency by 30% through targeted coaching on call structure, probing techniques, tone modulation, and closing skills.
- Conducted regular mock calls, call calibrations, and periodic refresher sessions to strengthen agent readiness, compliance adherence, and overall customer engagement quality.
Executive, Team Lead And Team Manager - Allsec Technologies - Bangalore, Karnataka
(2013-03 - 2018-04)
- Managed team performance to consistently achieve agreed-upon Service Level Agreements (SLAs) while handling 100-150 customer interactions daily with a 95%+ Customer Satisfaction (CSAT) score.
- Trained over 150 New Hire Training (NHT) batches during tenure as a trainer and team manager, contributing to workforce readiness.
