Roles & Responsibilities:



• Develop, periodically and review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned. (work with CRM manager)
• Review Existing Training Materials and Identify the need for updating the same. 
• Should be able to create new content as and when necessary.
• Conduct and periodically review contents/initial training material of the initial training of New Hires of the process.
• Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job.
• Using trending data from Quality Assurance reports, create one-on-one or group training to resolve training discrepancies.
• Assist in Quality analysis and assist in setting up a team for long-term goals and will work with Operations hand to hand.
• Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
• Coordinate training activities looping in Hexaware and client stakeholders.
• Facilitate role-playing, testing, certification, and remediation.
• If needed, should be able to assist Human Resources and Call Centre Management in participating in the selection process of potential candidates;
• Work with the internal management staff to develop and facilitate motivational activities for the advisors.
• Assist in developing cross-training materials and SOPs, as required;
• Preparation of Training Plans, and relevant Training reports and Dashboards.
• Perform other duties as assigned.Roles & Responsibilities
• Develop, periodically and review and implement project-specific and Standard Operating Procedures (SOP), training for new and existing employees of the project assigned. (work with CRM manager)
• Review Existing Training Materials and Identify the need for updating the same. 
• Should be able to create new content as and when necessary.
• Conduct and periodically review contents/initial training material of the initial training of New Hires of the process.
• Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job.
• Using trending data from Quality Assurance reports, create one-on-one or group training to resolve training discrepancies.
• Assist in Quality analysis and assist in setting up a team for long-term goals and will work with Operations hand to hand.
• Develop and implement client-specific training programs and material using input from Project Managers, client training materials and Knowledge System contents.
• Coordinate training activities looping in Hexaware and client stakeholders.
• Facilitate role-playing, testing, certification, and remediation.
• If needed, should be able to assist Human Resources and Call Centre Management in participating in the selection process of potential candidates;
• Work with the internal management staff to develop and facilitate motivational activities for the advisors.
• Assist in developing cross-training materials and SOPs, as required;
• Preparation of Training Plans, and relevant Training reports and Dashboards.
• Perform other duties as assigned.