Job Description

Position: Deputy Training Manager

Wipro Band: B3

Voice/ Non-Voice: Non-Voice

Shift: 24*7 (Flexible working, might require working on weekends)

Qualification: Graduation

Experience: 9-12 years

Experience Breakup:

BPO (Specifically Trust and Safety)

Needs to have exposure in handling accounts with Sensitive Content

Essential Hiring Skills:

Skills to Manage Multiple Workflows

Skills to Manage multiple clients

Policy Curations and Calibration Skills

Good to have Hiring Skills:

Policy Writing

Trainable Skills:

Trust and Safety Concepts

Trust and Safety Workflow specific Training

Languages: English (Read/Write/Speak)

Nationality: Indian

Job Location: Hyderabad, Work from office

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Responsibilities:

Training Governance and Oversight 

• Training Compliance: Monitor and enforce strong training governance, specifically ensuring high pass rates in knowledge tests (e.g., maintaining 95% PKT pass rates for the GEM review workflow). 

• Curriculum Delivery: Oversee the execution of all training sessions, ensuring 100% coverage for new launches (e.g., OMNI launch) and policy updates (Update dissemination). 

• Process Improvement: Address issues and low pass rates (e.g., the 74% pass rate for the DOCA Picks workflow PKT) by implementing corrective training interventions. 

 Training Needs Analysis (TNA) 

• Identify Needs: Conduct and prioritize Trainer Needs Identification (TNI) to close skill gaps and align training with operational requirements. 

• Workflow Integration: Directly assist in streamlining on-ground activities and workflow processes to reduce reliance on trainers for floor activities and free up bandwidth. 

 Trainer Capability Development 

• Team Management: Support the management of the 18 Trainers and 2 Training Leads who support 600 agents across 3 accounts. 

• Development & Morale: Execute the Trainer Capability Development plan. Conduct engagement sessions (e.g., skip-level meetings, meet-and-greets) to address team morale and gather direct feedback from the ground-level team, particularly in response to high workload and resignations. 
• Resource Stabilization: Actively manage and propose resolutions for trainer bandwidth constraints, staffing shortages, and attrition (e.g., B1 and Acting Trainer resignations). 

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 Data Management & Reporting 

• Operational Readiness: Track and report on agent onboarding readiness, focusing on resolving logistical dependencies such as pending BGV/IDV clearance, tool access (UCMT, Trinity, UI), and SAW device availability.. 

Innovation and Strategic Initiatives 

• Cross-Training: Lead innovation and cross-training initiatives to build internal team capability and manage resource allocation (e.g., completing cross-training for the Video Gen queue). 

Stakeholder & Client Management 

• Escalation Support: Act as the operational point of contact to investigate and resolve quality escalations by liaising with Quality and Operations leads. 

• Communication Flow: Resolve process misalignments, such as when Ops teams contact Acting Trainers directly, by establishing and enforcing clear communication workflows. 

 Client Management and Engagement 

• Stakeholder Relations: Act as the primary point of contact for client interactions, securing appreciations and addressing strategic requests, such as backup trainer plans for Airbnb. 

• Escalation Resolution: Investigate and resolve quality escalations through direct liaison with Client Training Managers and operational leads. 

Cross-Vendor Policy Calibration Management 

• Global Alignment: Manage bi-weekly Trainer–QA calibration dependencies across staggered markets, including KL, Bucharest, and Sao Paulo. 
• Workflow Standardization: Oversee policy label modifications and ensure uniform tracker updates across RTC and UCE teams to maintain 99.91% quality standards.