Training Manager - Nagpur - Hexaware
- Hexaware Technologies
- 7 - 12 years
- Nagpur
- 3 years ago
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Job Description
Description:
The primary role is to lead all Call Center and Client Teams new hire and on floor training activities including in house trainer development. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP) training for new and existing Call Center employees.
Roles and Responsibilities:
- Plan batches w.r.t NHs and Refresher trainings for the projects assigned.
- 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 clients 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.
- If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates.
- 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, Trainers and AMs
- Develop cross-training materials and SOPs, as required.
- Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs,WBRs etc
- Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities.
- 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
REQUIRED QUALIFICATIONS:
- Bachelors Degree
- 7-10 years of experience in reputed call centers with more than 4 years of team handling skills required. Handled a team of Trainers/Sr Trainers/AMs.
- Inbound and Outbound Voice domain experience is a must.
- Good knowledge/background of BGV training experience preferred
- Ability to work rotational shifts as per business requirement.
- Excellent verbal, written and interpersonal communication skills.
- Must be self-motivator and self-starter.
- Focused on quality and customer service.
- 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 adapt well to change and successfully set and adjust priorities as needed.
- Must be proficient with Microsoft Office Suite (Word, advanced Excel, including ability to create Power Point presentations, and knowledge of Outlook).
Interested candidates can drop an email with the resume to Vi*********5@he*****e.com
Job Classification
Industry: BPO / Call CentreFunctional Area: Teaching & Training,
Role Category: Corporate Training
Role: Corporate Training
Employement Type: Freshers
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required, Any Doctorate
Contact Details:
Company: HEXAWARE TECHNOLOGIES LIMITEDAddress: M/s. Loma Co Developers 1 Pvt. Ltd. SEZ, IT, Building, Block No. 01, Q1, 6th and 7th Floor,, Level 2 and 3, Plot No. G-4/1, TTC Industrial Area, Thane Belapur Road, Ghansoli, Navi Mumbai, Thane, NAVI MUMBAI, Maharashtra, India
Location(s): Nagpur
Keyskills: customer service Training Process Training Training Management
Hexaware Technologies
Hexaware BPS is a unit of Hexaware Technologies Ltd. We are currently staffed at 2000+ people across Navi Mumbai (Mahape) Chennai, Nagpur and US. Ranked 15th in the NASSCOM Top 20 IT Software & Services Exporters from India, we also rank among the Top 20 Best IT employers in India by DQ-IDC fo...
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