Lead Trainer – Domestic Voice Process

The Process Trainer is responsible for leading all training activities for new hires and existing employees within the Call Center and Client Teams. This includes developing, reviewing, and implementing project-specific and Standard Operating Procedures (SOP) training. The role focuses on ensuring that all employees are well-prepared to meet the demands of the process assigned and deliver exceptional customer service.

Key Responsibilities:

• Training Material Review & Development: Review existing training materials to identify updates and create new content as needed.
• New Hire Training: Conduct and periodically review the initial training for new hires, ensuring they are prepared for their roles.
• Refresher Training: Develop and conduct refresher training sessions based on identified needs, helping existing agents stay current with process requirements.
• Targeted Training: Use data from Quality Assurance reports to create one-on-one or group training sessions to address specific training discrepancies.
• Client-Specific Training: Evaluate client training requirements, establish training goals, and develop client-specific training programs in collaboration with Project Managers and client stakeholders.
• Coordination & Facilitation: Coordinate training activities involving Hexaware and client stakeholders, facilitate role-playing, testing, certification, and remediation.
• Recruitment Support: Assist Human Resources and Call Center Management in the selection process of potential candidates, if necessary.
• Motivational Activities: Work with internal management to develop and facilitate motivational activities for advisors.
• Cross-Training & SOP Development: Provide assistance in developing cross-training materials and Standard Operating Procedures (SOPs) as required.
• Training Plans & Reports: Prepare comprehensive training plans, relevant reports, and dashboards to track progress and outcomes.
• Additional Duties: Perform other duties as assigned, including the flexibility to work night/rotation shifts and potentially 6-day work weeks as process demands.

Qualifications & Technical Competencies:

• Education: Graduate (mandatory)
• Experience & Eligibility:
  • Must have joined before 30th September 2020.
  • VPA rating for the last 4 months should be 3.50 or higher.
  • Attendance for the last 3 months should be over 90%.
  • No warning letter/CAP/PIP/DAP in the last 3 months.
• Skills:
  • Excellent verbal, written, and interpersonal communication skills.
  • Outstanding customer service skills with a strong dedication to exceptional customer care.
  • Self-motivated and proactive with solid time management skills.
  • Ability to effectively interact with individuals at all levels inside and outside the company.
  • Creative ability, strong writing proficiency, and visual graphics design skills.
  • Proficiency in Microsoft Office Suite, including intermediate Word, basic Excel, and intermediate to advanced PowerPoint.
  • Adaptability to change, with the ability to set and adjust priorities as needed.
  • Ability to multitask and thrive in a fast-paced team environment.