Customer Service Domestic Trainer-BPS

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. "