CS Trainer MLR

As a Trainer for the Voice Process in the BPO domain at unifyCX, you will play a crucial role in delivering effective training programs to new hires and existing agents. Your primary focus will be on enhancing communication skills, product/process knowledge, and overall service quality to ensure customer satisfaction through well-prepared and confident agents in handling voice interactions. Your key responsibilities will include conducting new hire training sessions specifically tailored for voice process, communication, product/process knowledge, and soft skills. You will be responsible for designing, updating, and maintaining training content, manuals, and modules. Assessing trainee performance through various methods such as assessments, mock calls, and feedback sessions will also be part of your role. Collaboration with operations, QA, and HR teams to identify training needs and plan refresher or upskilling sessions will be essential. Maintaining training MIS, attendance, and feedback reports, as well as providing floor support and mentoring for new batches during their nesting period, will also be part of your daily tasks. It will be crucial for you to continuously evaluate the effectiveness of training and implement improvements to meet the evolving demands of the global market. To excel in this role, you should have a minimum of 4 years of experience in the BPO industry, with at least 2 years in a trainer/facilitator role specifically focused on voice processes. Excellent communication, presentation, and facilitation skills are a must-have, along with a strong understanding of call center operations and customer service best practices. Proficiency in using MS Office tools such as Excel, PowerPoint, and Word will be necessary for creating and delivering training materials. You should be able to manage your time effectively and handle multiple batches or programs simultaneously. Experience in training for international voice processes, knowledge of adult learning principles, and training methodologies will be beneficial. Having certifications in Training & Development, such as Train-the-Trainer or Dale Carnegie, is preferred. Exposure to Learning Management Systems (LMS) or e-learning tools will also be an advantage in this role. Join us at unifyCX and be part of a dynamic team dedicated to elevating the customer experience through innovative training solutions.,