JD- Process Trainer

JOB DESCRIPTION - PROCESS TRAINER

Department:

Training

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.

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following :

- 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.

- Perform other duties as assigned.

- Ability to work in night/rotation shifts as well. Process could also demand a 6 day working and should be open for it accordingly.

REQUIRED QUALIFICATIONS & Technical Competencies:

- Graduate mandatory

- People who have joined before 30th Sep'20 can apply for this IJP.

- . VPA rating for last 4 months should be more than or equal to 3.50

- Attendance for last 3 month should be more than 90%

- No warning letter /CAP / PIP /DAP in last 3 month.

- Excellent verbal, written and interpersonal communication skills;

- Outstanding customer service skills and dedication to providing exceptional customer care.

- Must be self-motivator and self-starter.

- Focus 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 (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook).

- Certification

- Domain test / PKT

- Panel interview

- Final certification basis the presentation.