L& D Head at Dell

Please send your resumes to anjali_chalisgaonkar@dell.com Please mention
" L & D Head " in the subject line

Job Description : L&D - Director / Manager

General Summary
Will have overall responsibility for strategizing, planning and
implementing various Training initiatives with a view to enhance the
Learning and Development function.
Enrich the quality of the learning process and experience and thereby
impacting capability and retention.
Lead and develop the L&D initiative to meet and exceed overall customer
(CE) satisfaction performance metric target.
Significant experience and exposure to the requirement and pressures of
a Contact Center work environment.


Technical Skill Set
Subject Matter Expert - Knowledgeable about customer service and
support, business environment.
Keen assessment and coaching ability.
Demonstrates highly developed service provider, negotiation and
management skills.
Good inter-personal relationship skills and role model for leadership
and soft skills
Able to develop and deliver verbal and written soft skill and language
related training material and developmental programs.
Provide a cost effective solution in maintaining high level of
continuous L&D at all levels in the organization.
Customer handling, negotiation, conflict management and problem
resolution.
Can positively impact customer satisfaction.
Can positively impact employee satisfaction and attrition rate through
learning.
Knowledge of English Language Accent related issues and solutions.
Expertise in Management and Leadership programs and Training.

Principal Duties and Responsibilities
Optimize and lead the Training roadmap and schedule in line with
Business and Operational requirement.
Make decisions and recommendations on the right balance of Learning and
Development towards Operational Excellence and Customer Satisfaction
goals and strategies.
Customer servicing role model and best practices evangelization.
Implementation of the L&D plans and programs. Facilitation of effective
knowledge transfer.
Development of training content, continuous assessment of training needs
as well as the effectiveness of training initiatives.
Ensure overall quality of training delivery.
Ensure standardization of quality of content.
Review process training periodically with operations leaders and drive
corrective action.
Ability to lead and drive Management and Leadership programs and
training.
Ability to lead and develop team of highly experienced Trainers in the
Learning and Develop department

Regards,
Anjali Chalisgaonkar
Staffing Manager
Dell International Services
Tel
Off - +91 80 51177448
Mobile +91 9845511455