Capacity Building & OCM Consultant
MeitY
Total years of experience :17 years, 10 Months
Govt. of India | Change Management & Capacity
: Independent OD/
Liaised with the outsourcing companies to map their business process requirements and aligned it with agent’s skill development
•Devised & implemented the entire Operations/Training Processes including the pre & post training evaluation of Trainees in close coordination with the outsourcers
•Imparted training to selected agents on communication skills, customer service, selling skills & product knowledge
•Evaluated agents of other international call-centres and guided their trainers/team leaders on skills upgradation, process training, and management best practices
•Established the recruitment processes and recruited candidates for entry & managerial roles
•Instrumental in passing on capabilities to the burgeoning ITES industry in Bangladesh
•Successfully organized Open House Capacity Building Workshops for individuals willing to work with international call-centres at managerial level
Rolta, Reid & Taylor, ICICI Prulife, Phone Banking & Back Office Divisions of ICICI Bank, Pyramid Retail, IBM (International BPO Division, Pune), MORE Retail Chains, Pantaloon Retail, WNS, & Zensar on technical as well as soft skills
•Organized Train the Trainer program for 3000+ individuals for enhancing their overall training skills & imbibing training related best practices from BPOs, Insurance Sector, Telecommunication and other sectors
•Led a team of 10 trainers who imparted V & A, Certification Program in Retail Skills (CPRS) and DRM
Recognized as the Performer of the Week 20 times within a span of 7 months
•Bagged the Best Team Award in the 1st month of the teams’ creation
Taught Criminology at IPRS, Patna University to students of M.A in Criminology at Lucknow University
Full Time
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