Job Title

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 necessaryUnderstand virtual Training environment, virtual training delivery, engagement and reporting.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 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.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 purposed.Work with Call Center management staff to develop and facilitate motivational activities for Agents and TrainersPreparation of Training Plans and relevant Training reports and Dashboards; decks for MBRs, WBRs etcAbility to manage teams as allottedDevelop trainers for on the job requirements.Conduct TTT sessions for new/potential trainers for the departmentPerform other duties as assigned.REQUIRED QUALIFICATIONS:Bachelor’s Degree6-7 years of experience in reputed BPO call center out of which 1-2 years of experience handling team of Trainers/Sr TrainersInbound and Outbound Voice domain experience is a must.Good knowledge/background of Technical support/ Sales and Retention training experience preferred.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.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).