Hi Guys and Gals,
Ok, I'll start from the begginning! Im English born and bred and last year i worked for HCL & Infosys BPO's training soft skills and V&A. The job was interesting and comprised of classroom training, side by side coaching of advisors and remote monitoring. During this time i developed a number of modules with my team (11 members) including modules on sarcasm, intonation, empathy, embedded reasponses, etc etc.
Great...but then the contract wasnt renewed for one reason or another but not due to my work thankfully - Infosys would like to re-employ me but due to the contract with the 3rd party cant until next year.
So now im working for a new company - and i understood i was joining under a similar role as that of Infosys and HCL - only this time it was just me rather than a team....oops - it seems this new company created a role for me - a role which hadnt yet been defined - my contract is similar to that of the one i had previously but due to it being a smaller company (at least in regards to its BPO work) the role i was expecting is not what they actually want.
Anyway they want me to design a complete training framework starting with recruitment and ending with assessments and results.
Im lost! So far i have designed a framework of sorts but they not only want me to design the recruitment process but the assessments that should be used by the quality team and also what modules should be trained by the training team.
Not only do i have no idea what im actually being asked to do - essentially they want a process map they can show to new clients to impress them and show how i as an Englishman can and am adding value to the service they offer. On top of that they want the assessments, collaboration and training modules - but do they want these in the process map?
Apart from being (or at least feeling) out of my depth, i am not sure what resourses they have and so it becomes difficult to develop anything specific. I am also wary of treading on anyone's toes, e.g. the HR or training team who i am sure think they are doing a fantastic job already.
Im not sure if this makes any sense or just a load of rambling crap - i feel like im totally unqualified for what they are asking - infact im not even sure what they are asking! Having said that i think im heading in the right direction since they have seen the process map so far and are impressed - but where does the presentation go now?
Sorry for the long post - since i am working alone on this i have no-one to bounce idea's off and i think they are expecting miracles from me which i am worried i cant deliver.
Anyone English who has worked in a BPO in India will understand how they expect you to be the mesiah - and often you can add value and improve their service but sometimes not - and maybe this is a not! :(
Any help or advice? I have included what i have done so far...
Ok, I'll start from the begginning! Im English born and bred and last year i worked for HCL & Infosys BPO's training soft skills and V&A. The job was interesting and comprised of classroom training, side by side coaching of advisors and remote monitoring. During this time i developed a number of modules with my team (11 members) including modules on sarcasm, intonation, empathy, embedded reasponses, etc etc.
Great...but then the contract wasnt renewed for one reason or another but not due to my work thankfully - Infosys would like to re-employ me but due to the contract with the 3rd party cant until next year.
So now im working for a new company - and i understood i was joining under a similar role as that of Infosys and HCL - only this time it was just me rather than a team....oops - it seems this new company created a role for me - a role which hadnt yet been defined - my contract is similar to that of the one i had previously but due to it being a smaller company (at least in regards to its BPO work) the role i was expecting is not what they actually want.
Anyway they want me to design a complete training framework starting with recruitment and ending with assessments and results.
Im lost! So far i have designed a framework of sorts but they not only want me to design the recruitment process but the assessments that should be used by the quality team and also what modules should be trained by the training team.
Not only do i have no idea what im actually being asked to do - essentially they want a process map they can show to new clients to impress them and show how i as an Englishman can and am adding value to the service they offer. On top of that they want the assessments, collaboration and training modules - but do they want these in the process map?
Apart from being (or at least feeling) out of my depth, i am not sure what resourses they have and so it becomes difficult to develop anything specific. I am also wary of treading on anyone's toes, e.g. the HR or training team who i am sure think they are doing a fantastic job already.
Im not sure if this makes any sense or just a load of rambling crap - i feel like im totally unqualified for what they are asking - infact im not even sure what they are asking! Having said that i think im heading in the right direction since they have seen the process map so far and are impressed - but where does the presentation go now?
Sorry for the long post - since i am working alone on this i have no-one to bounce idea's off and i think they are expecting miracles from me which i am worried i cant deliver.
Anyone English who has worked in a BPO in India will understand how they expect you to be the mesiah - and often you can add value and improve their service but sometimes not - and maybe this is a not! :(
Any help or advice? I have included what i have done so far...
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