Onsite location: saltillo and monterrey the primary role is to lead all call center and client teams new hire and on
floor training activities including in house trainer development.
develop, periodically review and implement project-specific and
standard operating procedures (sop) training for new and existing
call center employees.
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 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
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,
trainers and am's - develop cross-training materials and sops, as
required.
- preparation of training plans, and relevant training
reports and dashboards; decks for mbrs,wbrs etc - proven
demonstration of ability to work with diverse team members and
manage multiple and competing priorities.
- 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:
1.
bachelor's degree 2.
7-10 years of experience in reputed call
centers with more than 4 years of team handling skills required.
handled a team of trainers/sr trainers/ams.
3.
inbound and outbound
voice domain experience is a must.
4.
good knowledge/background of
technical support/sales and retention training experience preferred
5.
ability to work rotational shifts as per business requirement.
6.
excellent verbal, written and interpersonal communication
skills.
7.
must be self-motivator and self-starter.
8.
focused on
quality and customer service.
9.
solid time management skills.
10.
must be able to effectively deal with people at all levels inside
and outside of the company.
11.
creative ability, writing
proficiency and visual graphics design ability.
12.
ability to
multitask and successfully operate in a fast paced, team
environment.
13.
must adapt well to change and successfully set and
adjust priorities as needed.
14.
must be proficient with microsoft
office suite (word, advanced excel, including ability to create
power point presentations, and knowledge of outlook).