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Process Trainer

3 months ago

Nagpur, India Hexaware Technologies Full time

Apply only if matches in below skill sets & comfortable with the location & CTC


Job Description – Lead Trainer


The primary role of the Call Center Trainer is to lead all Call Center and Client Teams new hire training activities. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned.


Location -Navi Mumbai


Salary - up to 5.5 LPA (depending on last drawn skills & interview)


ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
  • Conduct and periodically review contents/initial training material of the initial training of New Hires of the process.
  • Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job.
  • 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
  • Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
  • Coordinate training activities looping in Hexaware and client stakeholders.
  • Facilitate role-playing, test, certification, and remediation.
  • If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates;
  • Work with the internal management staff to develop and facilitate motivational activities for the advisors.
  • Provide assistance in developing cross-training materials and SOPs, as required;
  • Preparation of Training Plans, and relevant Training reports and Dashboards.


REQUIRED QUALIFICATIONS:

  • Graduate in any stream.
  • Prior experience catering to Inbound and Outbound domain account in Customer Service is required with good aptitude skills, reasoning, logic and problem solving.
  • Prior experience in E-Commerce industry preferred
  • Excellent verbal, written and interpersonal communication skills;
  • Outstanding skills and dedication to providing exceptional solutions.
  • Must be self-motivator and self-starter.
  • Focus on quality and resolutions.
  • 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 be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook).
  • Ability to work in multiple shifts
  • Agile and flexible to adapt to business requirements


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