Process Trainer

3 weeks ago


Mumbai, India Inventure HR Consultants LLP 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.

**Salary**: ₹600,000.00 - ₹700,000.00 per year

Schedule:

- Day shift

**Education**:

- Bachelor's (preferred)

**Experience**:

- total work: 4 years (preferred)

**Language**:

- English (preferred)


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