Assistant Manager Training

3 days ago

Nagpur, India Hexaware Technologies Full time

Apply only if matches in below skill sets


Job Description – Assistant/Deputy Manager


Department: TED


Location - Nagpur


Salary - up to 8 LPA (depending on last drawn CTC & interview)


Status: Full-time, Non-exempt

  • 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 and Trainers
  • Develop cross-training materials and SOPs, as required.
  • Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs,WBRs etc
  • 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
  • Ability to work rotational shifts for 6 days in a week is required; this may also include travelling within and outside country locations for extensive time period.



REQUIRED QUALIFICATIONS:

  • Bachelor’s Degree
  • 8-10 years of prior training experience in reputed call centers and handled a team of Trainers/Sr Trainers/AMs
  • Inbound and Outbound Voice domain experience is a must.
  • Good knowledge /background of the retail industry training experience is 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.
  • 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).


Interested candidates can share cv to tejalm@hexaware.com

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