The primary role is to lead all Call Center and Client Teams new hire and on floor training activities including in house trainer development. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP) training for new and existing Call Center employees. ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following: • Plan batches w.r.t NHs and Refresher trainings 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 trainings 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. • Coordinate training activities looping in Hexaware and client stakeholders at all times. • Facilitate internal tests, certification for trainers, advisors, and involve in remediation training programs as per the agenda. • If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates
