BPO Trainer

Job Summary:

We are seeking a dynamic and experienced BPO Trainer to design, deliver, and manage training programs for new hires and existing employees. The ideal candidate will be responsible for enhancing employee skills, improving performance, and ensuring process compliance across voice and non-voice operations.

Key Responsibilities:

• Conduct new hire training (NHT) and onboarding sessions for voice/non-voice processes.
• Deliver refresher training, upskilling, and cross-skilling sessions as required.
• Create and update training materials, SOPs, assessments, and e-learning content.
• Track and analyze training effectiveness using metrics like post-training scores, quality audits, and performance feedback.
• Collaborate with operations, quality, and HR teams to identify training needs and skill gaps.
• Facilitate soft skills, communication skills, product/process, and compliance training.
• Maintain training reports, attendance records, and feedback documentation.
• Ensure a high level of engagement, interaction, and learner satisfaction during training sessions.
• Coach and mentor agents during OJT (On-the-Job Training).
• Stay updated with industry trends, tools, and BPO standards.

Required Skills and Qualifications:

• Bachelor’s degree in any discipline.
• Minimum 3–6 years of training experience in a BPO or customer service environment.
• Excellent communication, presentation, and interpersonal skills.
• Proven ability to train across various BPO verticals (voice, email, chat, or blended).
• Strong facilitation, classroom management, and instructional design skills.
• Familiarity with learning management systems (LMS) and training analytics.
• Ability to handle multiple batches, deadlines, and dynamic process requirements.
• Certification in Train-the-Trainer (TTT) or similar will be an added advantage.

Preferred Attributes:

• Flexible to work in rotational shifts/ night shift.
• Exposure to international processes or clients.
• Strong analytical and problem-solving mindset.
• Passion for coaching and continuous improvement.

Job Types: Full-time, Permanent

Pay: ₹20,000.00 - ₹25,000.00 per month

Benefits:

• Commuter assistance
• Food provided
• Provident Fund

Schedule:

• Night shift

Supplemental Pay:

• Performance bonus

Language:

• English (Preferred)

Work Location: In person

Expected Start Date: 01/08/2025