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Role: | The SM Training role is responsible for Governing, developing and delivering high-quality training deliverables that focus on quality of training that is outcome driven. He/She Must be fully equipped to handle peaks, Ramps and Training Operations end to end (preprocess – Process and JT). Should come with considerable exposure to quick-paced work, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Also, a client facing role. |
Reports into: | GM Training |
Job Responsibilities: | - Manage 2 sites with a span of 850-900 FTE’s - Plan batches w.r.t NHs and Refresher training 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 training 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. - Develop cross-training materials and SOPs, as required. - Preparation of Training Plans, and relevant Traini

📌 Customer Service Domestic Voice Manager-BPS (India)
🏢 Hexaware
📍 India