Assistant Manager-Pre Process Business Communication-CEF Language Training

EXL Service

South Africa
Permanent
Full-time

24 days ago

Job Description:

Utilize effective presentation and facilitation skills including creative training techniques and accelerated learning techniques using a variety of training delivery modalities in a classroom/virtual environment.
Deliver training to associates, management or the clients.
Monitor and evaluate training programs for quality and effectiveness; make recommendations for improvement.
Ensure that the assigned targets are met in accordance with SLA and Internal Standards
Ensure that the training quality is in compliance with predefined parameters (as defined)
Ensure adherence to established attendance schedules
Accountable for Batch attrition/ Absenteeism at all times
Responsible for accurate maintenance of batch MIS
Responsible for conducting voice & written assessments at the HCC

Performance parameters

Training Quality to be measured by trainer audits conducted on Trainer Evaluation Sheet
Module Adherence to be tracked by trainer audits conducted
Batch Performance (as defined) in the 'SOP'
Attendance
Schedule Adherence
Adherence to COPC / ISO as defined in the 'CPMN'
Any other essential function that may be defined from time to time as directed by the Supervisor

Responsibilities:Primary Internal Interactions

Assistant Manager for the purpose of reporting performance, escalation handling, clarifying concerns, and seeking feedback and support.
LAM/Manager for the purpose of settling issues left unresolved by the Assistant Manager and monthly evaluation of performance
Core Team for the purpose of updating training curriculum, trainer certification and for ongoing audits and feedback
Subject Matter Expert (Master trainer) for the purpose of upskilling themselves on the training
QCA/CEA for the purpose of associate performance feedback and audit in order to recommend updates to the training curriculum

Primary External Interactions

Client trainers, SME's and Operations for the purpose of seeking feedback on training and discussing specific action plans.
Escalation teams at the client end for the purpose of seeking clarifications & answering querie

Qualifications:Education Requirements: Graduation (in any stream) or diplomaWork Experience Requirements: Minimum 6 months of work experience in delivering English Language and Soft-skills Training in BPO / Hospitality, Service or Insurance industry.Prior exposure to training shall be preferred Desired Skills: Have detailed knowledge of Grammar rules, sounds, syllable stress, phonetics and effective business writing skills Excellent listening, oral, and written communication skills.Must score C1-13 and above on CEFRAbout Us:EXL (Nasdaq: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 55,000 employees spanning six continents. For more information, visit www.exlservice.com.EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world's leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visit .EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL's Human Resources team, as well as our hiring managers.

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