Training Manager CALL CENTER MANAGER For Top BPO in

A Top BPO Company in Nagpur are hiring Require someone who can train new employee handle client assure quality and give Training experience Just Click on the link and Apply the BPO of your Choice It is Super Transparent Try it To apply for BPOs MNC Companies click on this link and fill in your application This is important to get selected https www myglit com lateral cref d3ff70d8f1 JOB DESCRIPTION CALL CENTER MANAGER Department TED Status Fulltime Nonexempt Experience 5 to 10 years Location Nagpur Salary Up to 12Lpa US Shift Rotational Shift and 2 week off The primary role is to lead all Call Center and Client Teams new hire and on floor training activities including in house trainer development Develop periodically review and implement projectspecific and Standard Operating Procedures SOP training for new and existing Call Center employees ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following 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 visavis 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 deescalation 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 oneonone or group trainings to resolve training discrepancies Evaluate clients training requirements and establish training goals completion milestones for the trainers and process Develop and implement clientspecific 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 Trainers and AMs Develop crosstraining materials and SOPs as required Preparation of Training Plans and relevant Training reports and Dashboards decks for MBRs WBRs etc Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities 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 REQUIRED QUALIFICATIONS Bachelors Degree 710 years of experience in reputed call centers with more than 4 years of team handling skills required Handled a team of Trainers Sr Trainers AMs Inbound and Outbound Voice domain experience is a must Good knowledge background of BGV training experience preferred Ability to work rotational shifts as per business requirement Excellent verbal written and interpersonal communication skills Must be selfmotivator and selfstarter 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 Relocation is okay if it is a 15 days of notice period Serving or immediate joiner