Hexaware is hiring Assistant Manager
- Hexaware Technologies
- 4 - 9 years
- Mumbai
- 5 years ago
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Job Description
Greetings From Hexaware ,
Hope your safe & healthy
Job Description
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.
Requirements -
- 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 candidates can share their cv at kr***t@he*****e.com
Job Classification
Industry: BPO, Call Centre, ITeSFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations, Role Category: VoiceRole: VoiceEmployement Type: FreshersEducation
Under Graduation: Any Graduate in Any SpecializationPost Graduation: Post Graduation Not RequiredDoctorate: Doctorate Not RequiredContact 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, IndiaLocation(s): Mumbai
Keyskills: Training Assistant manager Training Behavioural Training TNA learning & Development Behavioral Training TNI
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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