Apply only if matches in below skill sets & comfortable with the location & CTC
Job Description – Lead Trainer
The primary role of the Call Center Trainer is to lead all Call Center and Client Teams new hire training activities. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned.
Location – Nagpur
Salary – up to 5.5 LPA (depending on last drawn skills & interview)
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
- Conduct and periodically review contents/initial training material of the initial training of New Hires of the process.
- Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job.
- 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
- Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
- Coordinate training activities looping in Hexaware and client stakeholders.
- Facilitate role-playing, test, certification, and remediation.
- 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.
- Provide assistance in developing cross-training materials and SOPs, as required;
- Preparation of Training Plans, and relevant Training reports and Dashboards.
REQUIRED QUALIFICATIONS:
- Graduate in any stream.
- Prior experience catering to Inbound and Outbound domain account in Customer Service is required with good aptitude skills, reasoning, logic and problem solving.
- Prior experience in E-Commerce industry preferred
- Excellent verbal, written and interpersonal communication skills;
- Outstanding skills and dedication to providing exceptional solutions.
- Must be self-motivator and self-starter.
- Focus on quality and resolutions.
- 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 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).
- Ability to work in multiple shifts
- Agile and flexible to adapt to business requirements
Interested candidates can share CV to [email protected]