Assistant Manager - Training

Hexaware Technologies Phil. Branch; Taguig; Hybrid; PHP 450,000 - 750,000; Full time

Job summary

Hexaware Technologies Philippines Branch is seeking an experienced Training Specialist to design, update, and deliver training content for back-office and voice processes. The role involves creating weekly assessments, facilitating refresher sessions, and coordinating with project managers and clients to meet performance goals.

The position requires a Bachelor’s degree and at least five years of formal training and call center experience, with strong communication skills and the ability to

Qualifications

• Bachelor’s degree required in any related field.
• Minimum 5 years of process training or teaching experience in back office/voice processes.
• Minimum 5 years formal customer service and call center training experience.
• Excellent verbal, written and interpersonal communication skills.

Responsibilities

• Review training materials and identify updates needed; create new content as necessary.
• Create weekly assessments based on top error drivers and updates.
• Facilitate refresher sessions on quality drivers and updates.
• Plan activities for performance management initiatives.
• Execute training activities under performance initiatives.
• Conduct real-time audit/side-by-side with analysts.
• Perform Training Needs Analysis and develop training materials.
• Develop and deliver initial and refresher training for new hires.
• Create trainings using QA data to resolve discrepancies.
• Establish training goals and milestones with clients and PMs.
• Coordinate training with Hexaware and client stakeholders.
• Lead role-plays, tests, certifications, and remediation.
• Assist HR and management in candidate selection when needed.
• Support management with cross-training materials and SOPs.
• Prepare training plans and relevant reports and dashboards.
• Perform other duties and adapt to night/rotation shifts as required.

Job description

ESSENTIAL DUTIES AND RESPONSIBILITIES include, but are not limited to, the following:

• Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
• Creation of project’s weekly assessment based on top error drivers and updates
• Facilitate training refresher sessions based on quality top drivers, assessment errors and updates
• Involved in the planning phase of activities for performance management initiatives
• Execute training activities under performance management initiatives
• Conduct real time audit/side-by-side with analyst
• Conduct Training Needs Analysis
• Training material creation based on training-needs-analysis
• 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 trainings to resolve training discrepancies.
• Evaluate client’s training requirements and establish training goals/completion milestones
• 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, test, certification, and remediation.
• If needed, should be able to assist Human Resources and Call Center 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.
• Provide assistance in developing cross-training materials and SOPs, as required;
• Preparation of Training Plans, and relevant Training reports and Dashboards.
• Perform other duties as assigned.
• Ability to work in night/rotation shifts as well.

REQUIRED QUALIFICATIONS:

• Bachelor’s Degree
• minimum 5 years of prior process training or teaching experience in a back office/voice type of project/company process
• minimum 5 years formal customer service and call center training experience (Retail and Customer service experience on voice and email operation activities is strongly preferred)
• Excellent verbal, written and interpersonal communication skills;
• Outstanding customer service skills and dedication to providing exceptional customer care.
• Must be self-motivator and self-starter.
• Focus 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 (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook).