Uniphore is hiring a

Sr. Manager - Training

Bengaluru, India
Full-Time
Role Summary
 
Uniphore, the leader in AI technology, is looking for a Manager - Training to lead a team of Trainer to grow and nurture the Learning and Development team at Uniphore.
 
As the Manager - Training, you will be part of the L&D Team of Global Delivery and Services Organization and will drive all training activities/ workshops by leading a team of 2 to 3 Trainers for:
·       Delivery and Services Organization of Uniphore
·       Partner Employees
·       Client Employees
The L&D team of Global Delivery and Services Organization at Uniphore is responsible for rolling out learning interventions that create business impact and drive growth for the organization
We are looking for a hands-on dynamic individual who will lead initiatives in areas of learning, innovation and be creating mechanisms to curate / create world-class training content. The individual should be able to work proactively and closely with cross functional teams to effectively design and deploy learning solutions to build capabilities and skills
Responsibilities
Training Operations
·       Training need identification and Analysis, Problem solving through training and development
·       Training standardization, effective deliver and trainer productivity enhancement.
·       Manage training programs (Product, Process, & soft skills) end to end, for Uniphore employees, customers and partners
·       Ensure training data is maintained for all training audits & standardization
·       Maintain training assets provided by the company
·       Recommend suitable modifications to the training content and work with Corporate L&D team to incorporate them into the corporate LMS as and when appropriate
 
Content Management
 
·       Work with product and other teams as required to keep the content ‘current’
·       Partner with vendors for ILT/ELT modules, measure SLAs, enable internal collaboration between vendor output and internal check points/validation, ensure timely delivery.
·       Plan and execute improvement in training content, training delivery methodology, ensure training function is up for 2-3x scale in 6-9 month’s time period
 
Desired Experience
·       9-10 years of experience being a trainer of which minimum 3 years should have been into leading a team (of trainers)
 
Domain expertise -
·       Understanding of SaaS/AI products, including full tech stack – Data Science, Databases, APIs, DevOps etc.
·       Contact center training experience will be an added advantage.
 
Ideal candidate has started their career as full stack developer or software engineer (or any other tech stream, preferably in SaaS company though not mandatory), and moved into training after 2+ years of work-experience. Has been a trainer for 3-4 years and then currently managing a training function for 4-5 years
Essential Certifications and Qualifications
 
·       Any Learning and development related course or certification will be an added advantage
Graduate or Post-Graduate Degree in Computer Science Preferred

Uniphore is the global leader in Conversational Service Automation. The Company’s vision is to disrupt an outdated customer service model by bridging the gap between human and machine using voice, AI and automation to ensure that every voice, on every call, is truly heard. Uniphore enables businesses globally to deliver transformational customer service by providing an automation platform where digital agents take over transactional conversations from humans, coach agents during calls, and accurately predict language, emotion and intent. All in real-time. With Conversational Service Automation, enterprises can now engage their customers to effectively build loyalty, improve customer experience and realize operational efficiencies.

Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics.
 
For more information on how Uniphore delivers business value using Conversational Service Automation, please visit www.uniphore.com