Your browser does not support javascript! Please enable it, otherwise web will not work for you.

Hiring Lead Trainer/AM Training Lnd_Mumbai @ Hexaware

Home > Training

 Hiring Lead Trainer/AM Training Lnd_Mumbai

Job Description

JOB DESCRIPTION BEHAVIORAL TRAINER

Department: Training

The primary role of the Call Center Trainer-BT is to lead all Call Center and Client Teams new hire training activities and beyond. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned w.r.t Behavior, Communications and Leadership training processes/activities.

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 basis TNIs/TNAs of the center.

Conduct and periodically review contents/initial training material of the initial training of New Hires of the process and existing employees alike.

Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job w.r.t communications and behavioral requirements.

Using trending data from Quality Assurance reports, create one-on-one or group trainings to resolve training discrepancies on the lines of Comms and Behavioral defects.

Evaluate clients and orgs 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 for processes. Similar flow is done for org level requirements via feedback and survey mechanisms to run behavioral training workshops.

Develop content specific to training needs of the org in a precise manner to meet the objectives of the program/learning objectives.

Coordinate training activities looping in Hexaware and client stakeholders.

Facilitate role-playing, test, certification, and remediation as required

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 and managers of the processes and other departments of the organization

Provide assistance in developing cross-training materials and SOPs, as required; Content creation abilities on behavior and communication training programs are mandatory.

Preparation of Training Plans, and relevant Training reports and Dashboards.

Perform other duties as assigned.

Open to work in rotational shifts per center requirements.

REQUIRED QUALIFICATIONS:

Bachelors Degree

3-4 years of prior training or teaching experience in the behavioral and communication training space/domain.

1-3 years of formal customer service or call center training experience (Customer service experience for Voice and Back office operation activities is strongly preferred), Language and Behavioral training experience is a pre-requisite.

Background of working in the L&D department and imparting OD programs is highly recommended

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).


Interested candidate please forward your resume on Pr****5@he*****e.com with below details

Total Exp:

Exp in Behavioral Training:

Exp as an Trainer/AM Lnd:

Exp in BPO:

Current CTC:

Exp:CTC:

Notice Period:




Job Classification

Industry: BPO, Call Centre, ITeS
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Training
Role: Training
Employement Type: Freshers

Education

Under Graduation: Any Graduate in Any Specialization
Post Graduation: Any Postgraduate in Any Specialization
Doctorate: Any Doctorate in Any Specialization

Contact Details:

Company: HEXAWARE TECHNOLOGIES LIMITED
Address: 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

+ View Contactajax loader


Keyskills:   Behavioural Training Lnd Learning n Development Learning and development Learning & Development

 Job seems aged, it may have been expired!
 Fraud Alert to job seekers!

₹ 5,00,000 - 8,50,000 P.A

Hexaware

About IBM - Global Business Services: Global Business Services brings to the forefront the concept of global delivery right here in India and brings to clients the best of two worlds; India & IBM; by offering quality services. Global Business Services helps integrate the strategy, business proc...