Behavioral Trainer/ Soft Skill Trainer Job For 3-4 Year Exp In Job Store Consulting Mumbai – 1083727

Job Description :
Roles and Responsibilities:
• Review Existing Training Materials and Identify the need for updating the same. Should be able to create new content as and when necessary basis TNIs/TNAs of the center.
• Conduct and periodically review contents/ initial training material of the initial training of New Hires of the process and existing employees alike.
• Develop and conduct Refreshers based on Training needs for existing Agents and help prepare them for the job w.r.t communications and behavioral requirements.
• Using trending data from Quality Assurance reports, create one-on-one or group training to resolve training discrepancies on the lines of Comms and Behavioral defects.
• Evaluate client’s and org’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 for processes. Similar flow is done for org level requirements via feedback and survey mechanisms to run behavioral training workshops.
• Develop content specific to thetraining needs of the org in a precise manner to meet the objectives of the program/learning objectives.
• Coordinate training activities looping in Hexaware and client stakeholders.
• Facilitate role-playing, test, certification, and remediation as required
• 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 and managers of the processes and other departments of the organization
• Provide assistance in developing cross-training materials and SOPs, as required; Content creation abilities on behavior and communication training programs are mandatory.
• Preparation of Training Plans, and relevant Training reports and Dashboards.
• Perform other duties as assigned.
• Open to work in rotational shifts per center requirements.
REQUIRED QUALIFICATIONS:
• Bachelor’s Degree
• 3-4 years of prior training or teaching experience in the behavioral and communication training space/domain.
• 1-3 years of formal customer service or call center training experience (Customer service experience for Voice and Back office operation activities is strongly preferred), Language and Behavioral training experience is a pre-requisite.
• Background of working in the L&D department and imparting OD programs is highly recommended
• 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 PowerPoint, including theability to create PowerPoint presentations, and basic Outlook).
For more details contact: HR Rebeka @8754855355 / [HIDDEN TEXT]