Assistant Manager - Process Training

Position Overview:

The incumbent would be part of the team, and the primary responsibility will be to conduct NH training sessions and other training related activities as part of the Training SOP. The tasks would not be limited to conduct batches however would also be to interact with client, attending Client calls and other important meetings, internal SD meetings and briefings, calibration sessions etc., Passing on the process updates to the team members, Maintaining Weekly reports, Daily reports and interacting with the process manager and the production teams to improve the overall process quality.

Role & 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 clients 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.

Preferred candidate profile

• Graduation mandatory.
• Prior experience catering to customer service domain is required with good aptitude skills, reasoning, logic and problem solving.
• Prior experience in international process Training
• Prior experience in eCommerce 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 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).

Shifts and Offs:

• Night shifts - 9 hours shift between 07:00 PM - 07:00 AM
• 5 Days working week with rotational week offs