Customer Service Domestic Voice Supervisor-BPS
- Hexaware Technologies
- 0 - 3 years
- Mumbai
- 16 days ago
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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.
- 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.
- If needed, should be able to assist Human Resources and Call Center Management in participating in the selection process of potential candidates
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer Success, Service & Operations - OtherRole: Customer ServiceEmployement Type: FreshersContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Selection process Supervisor Training remediation Manager Quality Assurance Standard operating procedures HR Customer service Call center management
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Hexaware Technologies
Hexaware BPS. is the wholly owned subsidiary of Hexaware Technologies Ltd. We are currently staffed at 4000+ people across Navi Mumbai (Mahape) Chennai, Nagpur US, Mexico and Russia. Hexaware BPS leverages on a strong technology legacy from its parent organization. With an amalgamation of passionate...
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