Role:
The primary role is to lead Call Center and Client Teams new hire and on floor training activities including in-house trainer development. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP) training for new and existing Call Center employees.
Reports into:
Manager/Senior Manager/GM of the Training department
Job Responsibilities:
- Plan batches w.r.t NHs and Refresher trainings for the projects assigned.
- Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
- Help in designing KRAs for the team along with the Manager and periodically review trainer performance vis-a-vis production performance at regular intervals.
- Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality.
- Develop cross-training materials and SOPs, as required.
- Evaluate client's training requirements and establish training goals/completion milestones for the trainers and process.
- Develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents.
- Coordinate training activities always looping in Hexaware and client stakeholders.
- Facilitate internal tests, certification for trainers, advisors and involve in remediation training programs as per the agenda.
- Research product information for the assigned account by attending team meetings and periodic calibration session, side by side observations and call monitoring for training department purposes.
- Work with Call Center management staff to develop and facilitate motivational activities for Agents and Trainers
- Preparation of Training Plans and relevant Training reports and Dashboards; decks for MBRs,WBRs etc
- Ability to manage teams as allotted
- Develop trainers for on-the-job requirements.
- Conduct TTT sessions for new/potential trainers for the department
- Perform other duties as assigned.
- Work with the internal management staff to develop and facilitate motivational activities for the advisors.
- If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates
Criteria:
- Bachelor's Degree
- 3-4 years of experience in reputable call centers and handling a team of Trainers/Sr Trainers
- Inbound and Outbound Voice domain experience is a must, and Chat & Email are well considered
- Good knowledge/background of training experience preferred.
- Excellent verbal, written and interpersonal communication skills.
- Must be self-motivated and self-starter.
- Focused on quality and customer service.
- Solid time management skills.
- Must be able to effectively deal with people at all levels inside and outside of the Company.
- Creative ability, writing proficiency and visual graphics design ability.
- Ability to work in rotational shifts as per business requirement.
- Must adapt well to change and successfully set and adjust priorities as needed.
- Must be proficient with Microsoft Office Suite (Word, advanced Excel, including ability to create Power Point presentations, and knowledge of Outlook).
- Ability to multitask and successfully operate in a fast paced, team environment.
Shifts timings:
- Must be proficient with Microsoft Office Suite (Word, advanced Excel, including ability to create Power Point presentations, and knowledge of Outlook).
- Ability to multitask and successfully operate in a fast paced, team environment.
Week Off:
5 days working, 2 Days Fixed Week off - Onsite
Transport:
N/A
