CS Trainer MYS

As a Trainer in the Voice Process team at unifyCX, you will play a pivotal role in delivering comprehensive 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 that our agents are well-prepared and confident in handling voice interactions, ultimately leading to improved customer satisfaction. Your responsibilities will include conducting new hire training sessions specifically tailored to voice processes, communication, soft skills, and product/process knowledge. You will be tasked with designing, updating, and maintaining training content, manuals, and modules to ensure the relevance and effectiveness of the training programs. Moreover, you will assess trainee performance through various methods such as assessments, mock calls, and feedback sessions to identify areas for improvement. Collaboration will be key in this role, as you will work closely with the operations, QA, and HR teams to identify training needs and plan refresher or upskilling sessions. You will be responsible for maintaining training MIS, attendance records, and feedback reports to track the progress of trainees effectively. Additionally, you will provide floor support and mentoring to new batches during their nesting period to facilitate a smooth transition into their roles. Continuous improvement is essential, and you will be expected to evaluate the effectiveness of the training programs regularly and implement enhancements as needed. Staying updated on client updates, product changes, and quality standards will be crucial to ensure that the training content remains relevant and aligned with the business requirements. 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. Strong communication, presentation, and facilitation skills are essential, along with a deep understanding of call center operations and customer service best practices. Proficiency in MS Office tools, effective time management skills, experience in training for international voice processes, and knowledge of adult learning principles and training methodologies are also required. Having certifications in Training & Development, such as Train-the-Trainer or Dale Carnegie, will be advantageous, as well as exposure to Learning Management Systems (LMS) or e-learning tools. If you are passionate about training and development and possess the necessary skills and experience, we encourage you to join our diverse and innovative team at unifyCX to make a significant impact on our global business process outsourcing operations.,