Direct message the job poster from E-Solutions
Account Manager@ E-Solutions | Relationship Building, Sourcing.
Role: Training Manager(Call center)
Location : Monterrey and Saltillo, Mexico( Onsite role)
Status: Full-time
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 client’s 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 trai

📌 Training Manager (Monterrey)
🏢 E-Solutions
📍 Monterrey