Job Description
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 BPO's/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: Full-time, Non-exempt
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 project-specific 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 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 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,
Trainers and AMs
Develop cross-training 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
7-10 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 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)
Relocation is okay if it is a 15 days of notice period (Serving) or immediate joiner.
This job is provided by Shine.com
To apply for BPO's/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: Full-time, Non-exempt
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 project-specific 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 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 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,
Trainers and AMs
Develop cross-training 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
7-10 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 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)
Relocation is okay if it is a 15 days of notice period (Serving) or immediate joiner.
This job is provided by Shine.com
💡 Quick Summary
Seeking a career-building opportunity? The Training Manager| CALL CENTER MANAGER For Top BPO in position is now open for candidates interested in the BPO Jobs sector. This role in Gurugram offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
