JOB DESCRIPTION - CALL CENTER ASST MANAGER

- 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 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.

REQUIRED QUALIFICATIONS:

Bachelor's Degree

- 7-10 years of experience in reputed call centers and handled a team of Trainers/Sr Trainers/AMs

- Inbound and Outbound Voice domain experience is a must.

- Good knowledge /background of the Retail - & Sales 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).