Descripci�n funci�n

The primary role is to lead all 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

? 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 and periodically review trainer performance vis-a-vis production performance at regular intervals.

? Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process.

? Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality.

? Using trending data from Quality Assurance reports create one-on-one or group trainings to resolve training discrepancies;

? 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 looping in Hexaware and client stakeholders at all times.

? Facilitate internal tests, certification for trainers, advisors, and involve in remediation training programs as per the agenda.

? If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates.

? Evaluate and assess training needs for the process and the team assigned. Help in metric management and SLAs for the process/es assigned.

? Work with Call Center management staff to develop and facilitate motivational activities for Agents, Trainers and AM"s

? Develop cross-training materials and SOPs, as required.

? Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs,WBRs etc

? Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities.

? Perform other duties as assigned.

? Ability to manage teams as allotted

? Develop trainers for on the job requirements.

? Conduct TTT sessions for new/potential trainers for the department

REQUIRED QUALIFICATIONS:

? Bachelor"s Degree

? 7-10 years of experience in reputed call centers with more than 4 years of team handling skills required. Handled a team of Trainers/Sr Trainers/AMs.

? Inbound and Outbound Voice domain experience is a must.

? Good knowledge/background of Technical support/Sales and Retention training experience preferred

? Ability to work rotational shifts as per business requirement.

? Excellent verbal, written and interpersonal communication skills.

? Must be self-motivator 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 multitask and successfully operate in a fast paced, team environment.

? 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

The primary role is to lead all 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

? 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 and periodically review trainer performance vis-a-vis production performance at regular intervals.

? Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process.

? Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality.

? Using trending data from Quality Assurance reports create one-on-one or group trainings to resolve training discrepancies;

? 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 looping in Hexaware and client stakeholders at all times.

? Facilitate internal tests, certification for trainers, advisors, and involve in remediation training programs as per the agenda.

? If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates.

? Evaluate and assess training needs for the process and the team assigned. Help in metric management and SLAs for the process/es assigned.

? Work with Call Center management staff to develop and facilitate motivational activities for Agents, Trainers and AM"s

? Develop cross-training materials and SOPs, as required.

? Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs,WBRs etc

? Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities.

? Perform other duties as assigned.

? Ability to manage teams as allotted

? Develop trainers for on the job requirements.

? Conduct TTT sessions for new/potential trainers for the department

REQUIRED QUALIFICATIONS:

? Bachelor"s Degree

? 7-10 years of experience in reputed call centers with more than 4 years of team handling skills required. Handled a team of Trainers/Sr Trainers/AMs.

? Inbound and Outbound Voice domain experience is a must.

? Good knowledge/background of Technical support/Sales and Retention training experience preferred

? Ability to work rotational shifts as per business requirement.

? Excellent verbal, written and interpersonal communication skills.

? Must be self-motivator 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 multitask and successfully operate in a fast paced, team environment.

? 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