Process Trainer

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.

• 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.

Preferred candidate profile

• 1-3 years of prior process training or teaching experience in a back office/voice type of project/company process.

• 1-3 years of formal customer service and call center training experience (Customer service experience for Voice and Back office operation activities is strongly preferred)

• Excellent verbal, written and interpersonal communication skills;

• 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.