Job Title

Job description: 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).