**Job description**:
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 training programs as per the agenda.
- Evaluate and assess training needs for the process and the team assigned.



Help in metric management and SLAs for the process/es assigned.
- Work with Call Center management staff to develop and facilitate motivational activities for Agents, Trainers and AM’s
- Develop cross-training materials and SOPs, as required.
- Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs, WBRs etc.
- Proven demonstration of ability to work with diverse team members and manage multiple and competing priorities.
- Perform other duties as assigned.
- Ability to manage teams as allotted
- Develop trainers for on the job requirements.
- Conduct TTT sessions for new/potential trainers for the department
**REQUIRED QUALIFICATIONS**:
- Bachelor’s Degree
- 7-10 years of experience in reputed call centers with more than 4 years of team handling skills required. Handled a team of Trainers/Sr Trainers/AMs.
- Inbound and Outbound Voice domain experience is a must.
- Good knowledge/background of Technical support/Sales and Retention training experience preferred
- Ability to work rotational shifts as per business requirement.
- Excellent verbal, written and interpersonal communication skills.
- Must be self-motivator and self-starter.
- Focused 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 (Word, advanced Excel, including ability to create Power Point presentations, and knowledge of Outlook).
**Job Types**: Full-time, Permanent
Pay: $40,000.00 - $55,000.00 per month
Work Location: In person
Expected Start Date: 29/06/2025

📌 Training Manager (Monterrey)
🏢 Hexaware Technologies - Hexaware BPS
📍 Monterrey