Job Description – Asst Manager Training

• 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 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.

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree
• 7-10 years of experience in reputed call centers and handled a team of Trainers/Sr Trainers/AMs
• Inbound and Outbound Voice domain experience is a must.
• Good knowledge /background of the Retail & Sales industry training experience is preferred.
• 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)