Training Manager (Call Center)Permanent
Georgia, Atlanta - 30342Job Simplification
The announced job offer is made public by the firm: Hexaware Technologies and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.
It is announced that they have a job offer at the category of Array and the jobs location is in the state of Georgia at the city Atlanta, in the country US - at this current ZipCode: 30342
The information residing in this page is not directly announced by our websites, we help users in the intent of finding the jobs they want and redirect them back to jobs8 for apropriate applying to any of the jobs listed on www.greenenergyjobsonline.com.
Job Overview
7-10 years of experience in reputed Call Centers/ BPO with more than 4-5 years of team handling skills required.
Handled a team of Trainers/Sr Trainers/AMs
Solid TRAINING EXPERIENCE
With experience in nesting, OJTs, Product Training
Inbound and Outbound Voice domain experience is a must.
Good knowledge/background of healthcare training experience preferred
Ability to work rotational shifts as per business requirement.
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).
Strengthen Training processes/framework to improve functional performance
Analyze training needs to develop new training programs or modify and improve existing programs
Helping and mentoring Trainers and AM in maintaining training effectiveness and ensuring organizational
benefit
Coordinating with different stakeholders and ensuring effective training delivery
Provide feedback and inputs to the team for development as well as SLA delivery
Proactive approach when dealing with potential bottlenecks and issues impacting the Quality output
Prepare site related management reports, business plan and budget and present to senior management.
Identify trainer strengths and build on them and identify trainer areas of improvement and provide a
concrete work plan for improvement
Ensure optimum utilization of training resources within the organization
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;
Evaluate client's training requirements and establish training goals/completion milestones for the trainers
and process.
Ability to be proactive, self-motivated and self-directed
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 assigned.
Work with Call Center management staff to develop and facilitate motivational activities for Agents,
Trainers and AM's
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.
Job Type: Full-time
Pay: $79,000.00 - $80,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Education:
Associate (Preferred)
Experience:
BPO: 4 years (Required)
Training Manager: 3 years (Required)
Work Location: One location
Handled a team of Trainers/Sr Trainers/AMs
Solid TRAINING EXPERIENCE
With experience in nesting, OJTs, Product Training
Inbound and Outbound Voice domain experience is a must.
Good knowledge/background of healthcare training experience preferred
Ability to work rotational shifts as per business requirement.
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).
Strengthen Training processes/framework to improve functional performance
Analyze training needs to develop new training programs or modify and improve existing programs
Helping and mentoring Trainers and AM in maintaining training effectiveness and ensuring organizational
benefit
Coordinating with different stakeholders and ensuring effective training delivery
Provide feedback and inputs to the team for development as well as SLA delivery
Proactive approach when dealing with potential bottlenecks and issues impacting the Quality output
Prepare site related management reports, business plan and budget and present to senior management.
Identify trainer strengths and build on them and identify trainer areas of improvement and provide a
concrete work plan for improvement
Ensure optimum utilization of training resources within the organization
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;
Evaluate client's training requirements and establish training goals/completion milestones for the trainers
and process.
Ability to be proactive, self-motivated and self-directed
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 assigned.
Work with Call Center management staff to develop and facilitate motivational activities for Agents,
Trainers and AM's
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.
Job Type: Full-time
Pay: $79,000.00 - $80,000.00 per year
Benefits:
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Schedule:
Monday to Friday
Education:
Associate (Preferred)
Experience:
BPO: 4 years (Required)
Training Manager: 3 years (Required)
Work Location: One location
Employer Overview
Hexaware Technologies
Georgia, Atlanta - 30342- Agency