Process Trainer

2 days ago

Navi Mumbai, Maharashtra, India Hexaware Technologies Full time

Role & 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 clients 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.
  • Perform other duties as assigned.
  • Ability to work in night/rotation shifts as well. Process could also demand a 6 day working and should be open for it accordingly.

Preferred candidate profile

  • 1-3 years of prior process training or teaching experience in a back office/voice type of project/company process.
  • 1-3 years of formal customer service and call center training experience (Customer service experience for Voice and Back office operation activities is strongly preferred)
  • Excellent verbal, written and interpersonal communication skills;
  • Ability to multitask and successfully operate in a fast paced, team environment;
  • Must adapt well to change and successfully set and adjust priorities as needed.

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