BPO Trainer

A BPO trainer is responsible for designing and delivering training programs for new and existing employees, identifying skill gaps, and providing ongoing support to improve agent performance. Key duties include needs assessment, material development, conducting training sessions, monitoring call performance, providing feedback, and evaluating training effectiveness to ensure alignment with business goals and continuous improvement in customer service.  Training and Development Needs Assessment: Collaborate with management to identify skill gaps, training requirements, and opportunities for process improvement within the BPO.  Curriculum Development: Design and create engaging training programs, materials, lesson plans, and assessments, including presentations, handouts, and online modules.  Training Delivery: Conduct engaging training sessions, workshops, and seminars for both new hires (onboarding) and experienced agents to enhance their soft skills, technical knowledge, and adherence to procedures.  Performance Monitoring & Coaching Call Monitoring & Feedback: Regularly monitor calls, emails, and other interactions to assess agent performance and identify areas for improvement.  One-on-One Coaching: Provide personalized guidance, mentorship, and coaching to agents through feedback sessions and support, helping them improve their performance and achieve targets.  Performance Tracking: Track and report on employee performance and training outcomes, submitting progress reports and feedback to management and supervisors.  Content Management & Improvement Material Updates: Keep training materials and documentation current by incorporating process changes, product updates, and new best practices.  Effectiveness Evaluation: Evaluate the effectiveness of training programs and materials through feedback, assessments, and performance metrics, making necessary adjustments to improve outcomes.  Refresher Training: Conduct ongoing refresher training and knowledge checks for production staff and new hires to reinforce learning and address knowledge gaps.  Collaboration & Reporting Stakeholder Collaboration: Work with department heads, quality teams, and operations to ensure training programs align with business goals and strategies.  Reporting & Documentation: Maintain comprehensive records of training activities, employee progress, and performance data, providing regular reports to management.