Training & Performance Lead

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

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