CALL CENTER AGENT

Role: Deputy General Manager

• Job Description
  • - Drive initiatives to meet consumption and learning targets of the following courses (and other possible future courses): Digital Frist Campaign, Diversity and Effective Client Management.
  • - Regularly submit consumption reports, analysis and recommendations to ensure targets are met.
  • - Develop and implement new strategies to create awareness and participation on the courses.
  • - Collabo rate and guide POCs from the business to identify challenges and develop solution
  • - Report/ showcase results/best practices to encourage acquisition of the skills.
  • - Participate in account level business roadmap discussions; understand business priorities; partner with business to advice important business drivers or changes that can impact skilling / learning; define specific outcomes and measures for the skilling needs; conduct learning needs assessment and manage projects for the design and development of solutions WITH THE OBJECTIVE of solving strategic and tactical business problems through learning intervention thereby influencing the key business outcomes WITHIN the planned budgets and timelines
  • - Understand business priorities skilling needs through annual business planning summit regular monthly / quarterly discussion and reports from other talent teams (TD Forecasting report)
  • - Identify talent implication based on these discussions and translate them into skilling needs for the Business Unit by Role, Analyze the standard reports and draw insights for the BU/SBU for action planning.
  • - Conduct skill planning and budgeting initiatives in alignment with business needs.
  • - Administer training needs identification and relevant diagnostics to conduct detailed needs assessment.
  • - Collate data from businesses and liaise with development teams
  • - Participate in research and benchmarking with the consultants to provide data to BU leadership team run focus group discussions surveys interviews to seek inputs on skills and competencies and provide inputs for enhancing the competencies IN ORDER to ensure alignment of developmental efforts.
  • - Liaise with relevant target audience to map ad hoc learning needs.