Job:Training Manager Job description ESSENTIAL DUTIES AND RESPONSIBILITIES: - Plan batches w.r.t NHs and Refresher trainings for the projects assigned. - Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary - Help in designing KRAs for the team and periodically review trainer performance vis a vis production performance at regular intervals. - Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process. - Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality. - Using trending data from Quality Assurance reports create one-on-one or group trainings to resolve training discrepancies; - Manage end-to-end Training programs for Bancassurance vertical, including process training, product training, soft skills training, and customer support. - Conduct Training Need Analysis (TNA) to identify gaps in employee skills and develop customized training solutions. - Develop and deliver effective training materials using MS Office tools like Excel, PowerPoint, etc. - Collaborate with cross-functional teams to ensure seamless integration of trained employees into the organization. - Provide ongoing coaching and feedback to trainees to improve their performance. - Evaluate clients training requirements and establish training goals/completion milestones for the trainers and process. - Develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents. - Coordinate training activities looping in Hexaware and client stakeholders at all times. - Facilitate internal tests, certification for trainers, advisors, and involve in remediation training programs as per the agenda. - If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates. - Evaluate and assess training needs for the process and the team assigned. Help in metric management and SLAs for the process/es assigned. - Work with Call Center management staff to develop and facilitate motivational activities for Agents and Trainers - Develop cross-training materials and SOPs, as required. - Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs,WBRs etc - Perform other duties as assigned. - Ability to manage teams as allotted - Develop trainers for on the job requirements. - Conduct TTT sessions for new/potential trainers for the department - Ability to work rotational shifts for 6 days in a week is required; this may also include travelling within and outside country locations for extensive time period. REQUIRED QUALIFICATIONS: - Bachelors Degree - 2-17 years of prior training experience in reputed call centers and handled a team of Trainers/Sr. Trainers/AM's - Inbound and Outbound Voice domain experience is a must. - Good knowledge /background of the retail industry training experience is preferred. - Excellent verbal, written and interpersonal communication skills. - Must be self-motivator and self-starter. - Focused 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 (Word, advanced Excel, including ability to create Power Point presentations, and knowledge of Outlook).

Ahmedabad

Cuttack

Bhubaneshwar

Mumbai

Bangalore

Hyderabad

Chennai

Bhopal

Manager - Training - BPO 

Job Description for Manager - Training - BPO  in Talent Pro in  Ahmedabad Cuttack Bhubaneshwar Mumbai Bangalore Hyderabad Chennai Bhopal for (2-18) years of experience. Apply Now!

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