Role: The DM Training role is responsible for developing and delivering
high-quality training programs that focus on quality and customer service. This
self-motivated and self-starting individual will work in a fast-paced, team
environment, utilizing robust time management, communication, and multitasking
skills to effectively engage with people at all levels, both internally and
externally. Reports into: Manager/ SM Training Job Responsibilities: • 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.

📌 Customer Service Domestic Voice Supervisor-BPS (Navi Mumbai)
🏢 Hexaware
📍 Navi Mumbai