Am Trainer

3 weeks ago

Nagpur Maharashtra, India Aluco Glazing Full time

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.
- 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

Pay: ₹300,000.00 - ₹700,000.00 per year

Schedule:

- Day shift
- Monday to Friday

Work Location: In person

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