Customer Service Domestic Trainer-BPS

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 client’s 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. "