Process & Skill Trainer- Malad- Salary-45k

3 weeks ago

Malad Mumbai Maharashtra, India Job Drive HR Consultants Full time

Job Purpose The primary role of the Customer Experience Trainer is to lead all Call Centre and Client Team's new hire training activities.

Roles & Responsibilities

 Develop, periodically and review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned. (work with CRM manager)

 Review Existing Training Materials and Identify the 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 training to resolve training discrepancies.

 Assist in Quality analysis and assist in setting up a team for long-term goals and will work with Operations hand to hand.

 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, testing, certification, and remediation.

 Work with the internal management staff to develop and facilitate motivational activities for the advisors.

 Assist in developing cross-training materials and SOPs, as required;
 Preparation of Training Plans, and relevant Training reports and Dashboards. Perform other duties as assigned. Education and Experience Excellent level of communication both in writing and orally. **Have excellent coaching skills. ** Be capable of learning and adapting to processes. **Possess the ability to develop the skills needed for customer service. ** Sound organization skills. **Knowledge of different corporate training methods such as leadership training, time management, people management, etc.**

Contact-9209927315

**Job Types**: Full-time, Permanent

**Salary**: ₹35,000.00 - ₹45,000.00 per month

Schedule:

- Morning shift

Application Question(s):

- Where do you stay?
- Graduation in BDS (Bachelor of Dental Surgery).

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 1 year (preferred)

Work Location: In person

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