Customer Service Domestic Voice Lead-BPS

About Organization: Hexaware is a global technology and business process services company. Our 31,000+ Hexawarians wake up every day with a singular purpose; to create smiles through great people and technology. With 54 offices in 28 countries, we empower enterprises worldwide to realize digital transformation at scale and speed by partnering with them to build, transform, run, and optimize their technology and business processes. Learn more about Hexaware at https://www.hexaware.com. Role: The AM Training role is responsible for developing and delivering high-quality training programs that focus on quality and customer service. This self-motivated and self-starting individual will work in a fast-paced, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Reports into: Manager/ SM Training Job Responsibilities: • Plan batches w.r.t NHs and Refresher training 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.