Process Lead Trainer (3-6 Yrs) Navi Mumbai (Sales Management)

JD- Process TrainerJOB DESCRIPTION - PROCESS TRAINERDepartment:TrainingThe primary role of the Call Center Trainer is to lead all Call Center and Client Teams new hire training activities. Develop, periodically review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned.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- 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.REQUIRED QUALIFICATIONS & Technical Competencies:- Graduate mandatory- People who have joined before 30th Sep 20 can apply for this IJP.- . VPA rating for last 4 months should be more than or equal to 3.50- Attendance for last 3 month should be more than 90%- No warning letter /CAP / PIP /DAP in last 3 month.- 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).- Certification- Domain test / PKT- Panel interview- Final certification basis the presentation. (ref:updazz.com)

Payroll Type : Permanent