Leads international process training across two sites and 850–900 employees. Oversees training operations, onboarding, refresher programs, content development, trainer performance, quality improvement, client-specific programs, cross-training, SOPs, reporting, and dashboards. Partners with clients and internal stakeholders, develops trainers, manages training plans and milestones, and supports inbound and outbound voice operations in a fast-paced contact center environment.
Role:The SM Training role is responsible for Governing, developing and delivering high-quality training deliverables that focus on quality of training that is outcome driven. He/She Must be fully equipped to handle peaks, Ramps and Training Operations end to end (preprocess – Process and JT). Should come with considerable exposure to fast-paced work, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Also, a client facing role. Reports into:GM Training
Job Responsibilities:
- Manage 2 sites with a span of 850-900 FTE’s
- Plan batches w.r.t NHs and Refresher training 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 training 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.
- Develop cross-training materials and SOPs, as required.
- Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs, WBRs, etc.
- Ability to manage teams as allotted
- Develop trainers for on-the-job requirements.
- Must be self-motivated 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.
- 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
Criteria:
- Bachelor’s Degree
- Must Have International Experience- at least 5-7 years
- Overall, 10-12 Years of experience including 4-6 Years as Manager
- Inbound and Outbound Voice domain experience is a must.
- Good knowledge /background of the retail industry training experience is preferred.
- Excellent verbal, written and interpersonal communication skills.
Hexaware Technologies Noida, Uttar Pradesh, IND Office
1st Floor, Building No.7, M/s. Seaview Developers Pvt. Ltd., IT/ITES SEZ, Plot No. 20 & 21, Sector - 135, Noida, Noida, India, 201 304
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