(26/06/2024) 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

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