BPO Trainer

A BPO trainer is responsible for developing and delivering training programs for employees in call centers and other BPO operations, focusing on soft skills, process knowledge, and client-specific requirements to ensure high-quality customer service. They conduct training sessions, monitor trainee progress, create training materials, and provide ongoing coaching to improve employee performance and meet client expectations.

Key Responsibilities

• Curriculum Development: Designing and modifying training programs, outlines, and materials for new hires and existing employees.
• Training Delivery: Conducting sessions on communication skills, negotiation, process rules, and customer service.
• Performance Monitoring: Tracking and assessing trainee progress through tests, call monitoring, and providing feedback to improve performance.
• Process Improvement: Identifying training needs through analysis and collaborating with operations and quality teams to implement improvement plans.
• Content Expertise: Staying updated on client-specific products, services, regulations, and business rules to provide accurate information to trainees.
• On-the-Job (OJT) Support: Monitoring new hires during their OJT period and providing immediate feedback to ensure their success.
• Administrative Tasks: Handling administrative duties related to training, such as managing attendance and providing progress reports to management.

Skills and Qualities of a BPO Trainer

• Strong Communication Skills: Essential for conducting engaging training sessions and providing clear feedback.
• Interpersonal Skills: Ability to build rapport with trainees and foster a positive learning environment.
• Subject Matter Expertise: Deep knowledge of the BPO process, soft skills, and relevant client operations.
• Adaptability: Ability to work with different learning styles and quickly adapt to new training materials or client requirements.
• Analytical Skills: For assessing training needs and identifying areas for improvement in processes and employee performance.
• Enthusiasm and Engagement: Passion for teaching and motivating trainees to learn and perform effectively.

Job Type: Full-time

Pay: ₹18,141.72 - ₹25,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person