Avik Singh
Process and Capabilities Manager at Airtel - Home Delivery Services.(Broadband,Airfiber,DTH & IPTV services)
- Role
- Process and Capabilities Manager at airtel
- Location
- Patna, BR, IN
- LinkedIn followers
- 500 followers
About Avik Singh
I am an experienced and dynamic professional with a diverse career trajectory that spans…
Experience
Process and Capabilities Manager
Dec 2022 — Present · Patna, IN
Lead a team of trainers in the development of content and delivery of training & OJT programs for employees at all levels in the circle. Align training programs & conduct training sessions on topics such as new hire Induction program, product, process, soft skills, sales and technical skills as needed. Facilitating employees with e-learning platforms for easy and effective learning especially working at remote locations. Collaborate with stakeholders to identify training needs, establish learning objectives, and design training solutions that meet business goals. Manage multiple training projects within timelines.Planing and sharing learning calendars, training dashboards and feedback of employees trained to relevant stakeholders to support the employee development and achievement of business goals. Monitor training effectiveness, service performance metrics, analyze data, and identify areas for improvement to enhance service quality and efficiency and make continuous improvements to enhance learning outcomes and performance results. Monitor a team of service technicians, customer service representatives, and support staff to deliver exceptional service and support to customers. Analyze and streamline business processes for improved efficiency, effectiveness, cost savings & ensuring continuous improvement.8. Suggest and coordinate with relevant stakeholders to continuously implement process improvement initiatives for exceptional customer service and customer experience leading to successful achievement of business goals. Coordinate with operational stakeholders & other cross function teams to ensure seamless integration of processes and capabilities through digital product innovation.10.Conduct KPI audits & customer metrics compliance audits to ensure adherence to organizational standards, policies & safety standards.
Education
Uttar Pradesh Technical University
Master of Business Administration - MBA
2010 — 2012
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