Job Description
**Job description**:
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 procedure...
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 procedure...
Ready to Apply?
Take the next step in your AI career. Submit your application to Hexaware Technologies - Hexaware BPS today.
Submit Application