Lead Trainer - Bpo Process(Voice)

Position Overview

• Role:

  Process Trainer lead(Voice)

• Experience Required:

  2 to 3 years as a Trainer in a BPO Voice Process

• Location:

  Chennai (On-site / Immediate Joiner preferred)

• Salary Range:

  Up to 4.5 LPA (Based on experience and current CTC)

• Language Proficiency:

  Fluent in

  English

  ,

  Tamil

  , and

  Telugu

  (Read, Write, and Speak)

Key Responsibilities

• New Hire Training (NHT):

  Conduct end-to-end onboarding and process training for new recruits, ensuring they meet the required benchmarks before nesting and production.

• Refresher & Upskilling Sessions:

  Identify performance gaps across existing batches and execute targeted refresher modules to improve quality and operational metrics.

• Content Delivery & Maintenance:

  Deliver training modules effectively, and periodically update training materials based on process updates or feedback from Quality and Operations.

• Nesting Support:

  Provide hand-holding support to new agents during their nesting phase, offering real-time feedback and coaching.

• Throughput & Certification:

  Meet target certification rates and training throughput timelines while maintaining high training quality.

• Reporting & Documentation:

  Maintain meticulous records of training attendance, assessments, scores, and individual feedback trackers.

Required Skills & Qualifications

• Experience:

  23 years of core experience delivering process or communication training within a domestic or international BPO voice ecosystem.

• Language Skillset:

  Absolute fluency in

  English, Tamil, and Telugu

  . The ability to seamlessly translate or train in these regional languages is mandatory.

• Domain Knowledge:

  Strong understanding of BPO metrics (e.g., AHT, FCR, CSAT, Quality Scores) and feedback mechanisms.

• Soft Skills:

  Excellent presentation, public speaking, and interpersonal skills. Must possess high patience and strong classroom management capabilities.

• Tools:

  Proficiency in MS Office (Excel, PowerPoint, Word) for creating presentations and tracking daily metrics.

Contact Person - Puneetha - HR Asst ManagerContact Number - 9787212794