Only 24h Left: Process Trainer
3 days ago
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 - Nagpur
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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