Job Description
Hello,
Hexaware is currently hiring for Training Manager for an E-commerce Process - Nagpur Location
Roles and Responsibilities-
- Plan batches w.r.t NHs and Refresher trainings for the projects assigned.
- 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 client's 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 potentialcandidates.
- 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; this may also include travelling within and outside country locations for extensive time period.
Desired Candidate Profile
- Bachelor's Degree
- 8-10 years of prior training experience in reputed call centers and handled a team of Trainers/Sr Trainers/AMs
- Inbound and Outbound Voice domain experience is a must. Soft skills and Communication training knowledge is an add on preferred.
- Good knowledge /background of the retail 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).
Location - Nagpur (Maharashtra)
Interested candidate can call on 9136280*** or share their updated resume on ne***4@he*****e.com
Job Classification
Industry: BPO / Call Centre
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: MCA in Any Specialization
Doctorate: Doctorate Not Required
Contact Details:
Company: Hexaware Technologies
Address: Ground Floor of Incubation Center, Loma IT Park, Developers Pvt. Ltd Plot No. G4/1, TTC, Industrial Area, Thane Belapur Road, NAVI MUMBAI, Maharashtra, India
Location(s): Nagpur
Keyskills:
Process Training
TNA
Manager Training
Deputy Manager Training
NHT
Assistant Manager Training
Training Manager
AM Training
TNI
Product Training