Process Trainer

Designation:

Roles & 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 along with content creation.
• 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 and perform other duties as assigned.
• 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.
• Ability to work in night/rotation shifts and week off. Process could also demand 6 days working and should be open for it accordingly.

Other Details:

• Relevant Experience:

  Minimum 1+ year as a Trainer

• Working Location:

  Ghansoli, Navi Mumbai. 400710

• Shifts:

  Rotational shifts and rotational offs (between 6:30 AM to 3:30 AM).