Careers At HGS


Job Code : HGS/18

Job Description

Position Summary


•              Should coordinate, schedule and conduct business and technical training for new hires and current employees.

•              Should identify training needs and develop and deliver appropriate training.

Roles and Responsibilities

·         Organize and develop training procedure manuals, facilitator guides and course materials

·         Deliver pre and process training material to CSAs as required

·         Establish metrics for measuring the effectiveness of all training programs

·         Provide leadership and mentoring to Care Centre Agents who have specific development or performance gap

·         Support QA team by ensuring call quality and KPI attainment are analysed and relevant training delivered.

·         Make suggestions on improving work procedures

·         Ensure a process is in place that tracks agent performance and participation in training

·         Maintain professional, technical and product knowledge by attending required training/workshops, reviewing all relevant product and service communications and establishing personal networks.

·         Maintain a high level of confidentiality around business strategies and practices

Essential Knowledge, Skills and Training

·         Excellent professional communication and inter personal skills

·         Aptitude to quickly and efficiently solve problems and answer questions based on current information, escalating information as necessary

·         Ability to keep pace with changing products, technical requirements, policy and call procedures

  • Possess and demonstrate strong technical, product and customer knowledge
  • No disciplinary infractions for the last 3 months



Qualifications, Experience and Abilities

·         BA/BS in Business Administration or related field or equivalent experience

·         Demonstrated ability to make complex decisions and solve problems for call center processes using qualitative, quantitative, and financial data, while considering impact of decision on others. 

·         Proven ability to delegate and manage workloads and projects across functions within HGS.

·         Demonstrated written and verbal communication skills to include presentation ability and interaction with wide variety of internal and external customers.

·         Demonstrated ability to strategically improve and/or transform processes across functions within HGS.

·         Demonstrated ability to strategically lead, motivate, and develop work team towards improved performance.

·         Intermediate knowledge of PC applications for word processing, spreadsheet, presentations etc.

·         2-3 years relevant experience, including 1 years in management

·         Knowledge of telecommunications and call center management systems and terminology.


NB. Only Shortlisted candidates will be contacted

Apply For This Job Back