Urgent opening For Trainer|| Ghansoli - Navi
- Hexaware Technologies
- 5 - 10 years
- Mumbai
- 3 years ago
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Job Description
Roles and Responsibilities
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.
Desired Candidate Profile
REQUIRED QUALIFICATIONS:
- Graduation Preferred.
- Prior experience catering to Inbound and Outbound domain account is required with good aptitude skills, reasoning, logic and problem solving.
- Excellent verbal, written and interpersonal communication skills;
- Outstanding skills and dedication to providing exceptional solutions.
- Must be self-motivator and self-starter.
- Focus on quality and resolutions.
- 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).
- Ability to work in multiple shifts
Contact : Aa****s@he*****e.com
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Training
Role: Training
Employement Type: Freshers
Education
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not Required
Doctorate: Doctorate Not Required
Contact Details:
Company: HEXAWARE TECHNOLOGIES LIMITEDAddress: Loma IT Park Developers Pvt. Ltd,Ground Floor of I, ncubation Center,Plot No. G4/1,TTC Industrial Area, , Thane Belapur Road,Ghansoli, Navi Mumbai, NAVI MUMBAI, Maharashtra, India
Location(s): Mumbai
Keyskills: Refreshers English Language Training Program Training Materials Soft Skills Training Inbound content Training Plans Training review contents raining of New Hires Outbound Project Management Call Center Training Development trending data Quality Assurance
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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