Urgent openings For Hexaware! - Training
- Hexaware Technologies
- 8 - 13 years
- Nagpur
- 4 years ago
- Email to a friend
- Report this job
Job Description
Urgent openings for Hexaware - Nagpur
ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:
- 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 clients 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 potential candidates.
- 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
REQUIRED QUALIFICATIONS:
- Bachelors Degree completion
- 8-10 years of prior training experience in reputed call centers with more than 4 years of team handling skills is required. Should have handled a team of Trainers/Sr Trainers/AMs of the stint.
- Inbound and Outbound Voice and Non Voice domain experience is a must. Soft skills and Communication training knowledge is an add on preferred.
- Good knowledge /background of the contact center industry training experience is needed. Should have had a background of technical training expertise in his/her experience span.
- 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).
Interested candidates can send me their CV's on Ri****1@he*****e.com or 9004673***
Job Classification
Industry: BPO / Call CentreFunctional Area: Teaching & Training, Role Category: Teaching & Training - OtherRole: Teaching & Training - OtherEmployement Type: FreshersEducation
Under Graduation: Any GraduatePost Graduation: Any PostgraduateDoctorate: Any DoctorateContact Details:
Company: Hexaware TechnologiesAddress: M/s. Loma Co Developers 1 Pvt. Ltd. SEZ, IT, Building, Block No. 01, Q1, 6th and 7th Floor,, Level 2 and 3, Plot No. G-4/1, TTC Industrial Area, Thane Belapur Road, Ghansoli, Navi Mumbai, Thane, NAVI MUMBAI, Maharashtra, IndiaLocation(s): Nagpur+ View Contact
Keyskills: virtual training training needs team handling
Fraud Alert to job seekers!
₹ Not Disclosed
Similar positions
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...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in