• JD- Process Trainer

Job Description of Process trainer

Department: Training

The primary role of the Call Center Trainer is to lead all Call Center and Client Teams new hire training activities. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

• 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.

REQUIRED QUALIFICATIONS & Technical Competencies:

• Graduate mandatory
• People who have joined before 30th Sep20 can apply for this IJP.
• . VPA rating for last 4 months should be more than or equal to 3.50
• Attendance for last 3 month should be more than 90%
• No warning letter /CAP / PIP /DAP in last 3 month.
• Excellent verbal, written and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus 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 (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook).
• Certification
• Domain test / PKT
• Panel interview
• Final certification basis the presentation.