Associate Manager Training (Allied Contact Center) - Digital Banking Group

Eligibility Criteria:

Qualification:

Bachelor’s degree in Business Administration, Finance, or a related field, or equivalent professional qualification from a reputed institution.

Required Skill Set:

• Strong presentation, facilitation, and coaching skills, with the ability to engage and motivate trainees.
• Proficiency in Microsoft Office Suite and experience with call Center solutions and learning management systems (LMS).
• Fluency in both English and Urdu, with strong verbal and written communication skills.
• Analytical skills to assess training needs and outcomes.
• Familiarity with the banking industry, banking products, and customer service requirements.

Job Responsibilities:

• Design, develop, and implement comprehensive training programs for new hires and existing call Center agents.
• Develop training modules covering product knowledge, customer service skills, compliance requirements, and technical and soft skills.
• Continuously review and update training materials to reflect product updates, policy changes, and industry trends.
• Ensure that new hires are well-trained in core call Center processes, policies, and technology prior to their full integration into the team, through assessments and evaluations.
• Implement ongoing training refresher programs for existing agents, focusing on new and existing products and processes.
• Work closely with the Quality Assurance team to address performance gaps and improve agent efficiency.
• Collaborate with Contact Center Operations to ensure training programs align with organizational goals, customer expectations, and quality standards.
• Analyze data from call evaluations and performance reports to identify recurring issues and develop targeted training solutions.
• Assess training impact on agent performance and overall call Center metrics.
• Provide regular reports to the Manager, Phone Banking and senior management, detailing training effectiveness, agent progress, and opportunities for improvement.
• Provide one-on-one coaching sessions to agents needing additional support to meet performance standards.
• Promote adherence to internal policies and industry standards during training, ensuring a compliance-focused culture.
• Organize team-building activities.

Location: Islamabad

Experience:

At least 2 years of experience, including 1 year in a training role.