Culture and Communications L&D Lead

For world’s leading IT Company at Bangalore

Work Exp.: 7+ years

 

Key Responsibilities:

 

·         Maintain and manage the culture and communications program requirements, plans, timelines, issues and challenges to support the business.

·         Drive improvement in quality of interaction for customers

·         Ensure personal and team alignment with team principles of engagement and team work

·         Drive performance of L&D specialists monitoring quality of interaction and delivering coaching / learning solutions for language and cross-cultural training

·         Ensure compliance with all data-gathering processes

·         Ensure effective support of business transitions such as new geographies / lines of business

·         Work closely with team managers, stakeholders and business partners to identify and lead CCP requirements; engage with stakeholders and business partners as necessary to communicate project objective and ongoing progress

·         Manage customer relationships with team managers, and solicit and act on feedback from them to exceed customer expectations

·         Monitor and reduce, eliminate or work around any challenges in effectively serving the business and ensuring team effectiveness.

·         Anticipate emerging needs for business groups to exceed internal customer expectations

·         Drive effective implementation of impact metrics for language and intercultural learning and quality assurance

·         Calibrate on quality of interaction with team standards

·         Monitor quality of quality assurance and learning solutions delivered by team members in terms of language and intercultural skills for phone calls, emails, and chat messaging.  

·         Develop quality monitoring plans for lines of business served in line with data on staff performance and consultation with managers

·         Work effectively with leads and team members

·         Keep accurate, up-to-date records.

·         Evaluate team-members’ progress and complete all reporting requirements as needed.

·         Work a 5-day work week with night shifts.

·         Other responsibilities / duties as assigned.