Assistant Manager - Training

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

· Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary

· Creation of project’s weekly assessment based on top error drivers and updates

· Facilitate training refresher sessions based on quality top drivers, assessment errors and updates

· Involved in the planning phase of activities for performance management initiatives

· Execute training activities under performance management initiatives

· Conduct real time audit/side-by-side with analyst

· Conduct Training Needs Analysis

· Training material creation based on training-needs-analysis

· 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.

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree

· minimum 5 years of prior process training or teaching experience in a back office/voice type of project/company process

· minimum 5 years formal customer service and call center training experience (Retail and Customer service experience on voice and email operation activities is strongly preferred)

· Excellent verbal, written and interpersonal communication skills;

· Outstanding customer service skills and dedication to providing exceptional customer care.

· Must be self-motivator and self-starter.

· Focus on quality and customer service.

· Solid time management skills.

· Must be able to effectively deal with people at all levels inside and outside of the Company.

· Creative ability, writing proficiency and visual graphics design ability;

· Ability to multitask and successfully operate in a fast paced, team environment;

· Must adapt well to change and successfully set and adjust priorities as needed;

· Must be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook).