Role:
The primary role is to lead 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.
Job Responsibilities:
- Conduct NHT and periodically review contents/ training material of the initial training of New Hires of the process.
- Develop and conduct Refreshers based on Training needs for existing associates and help prepare them for the job
- Preparation of Training Plans, and relevant Training reports and Dashboards. And provide assistance in developing cross-training materials and SOPs, as required
- Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
- Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
- Using trending data from Quality Assurance reports, create one-on-one or group trainings to resolve training discrepancies.
- Provide assistance in developing cross-training materials and SOPs, as required and facilitate role-playing, test, certification, and remediation
- Evaluate client's training requirements and establish training goals/completion milestones
Criteria:
- Graduates from any stream
- 1+ years of formal customer service and call center training experience (Customer service experience for Voice and Back-office operation activities is strongly preferred)
- Excellent verbal, written and interpersonal communication skills
