Process Trainer

Summary of essential job functions

To train New Hires on the process and ensure their process knowledge is equipped with the skill to handle live calls on the Operations floor

• Through Process level training
• Refreshers – Process
• Process Updates on the Floor
• Plan, prepare and deliver training sessions
• Prepare training materials
• Check and assess trainees' progress
• Conduct Training Need Analysis to understand performance gaps
• Organize and conduct refresher courses as per the Training Need Analysis
• Monitor and present trainee performance

Minimum requirements (Education Qualification & Work Experience)

• Bachelor’s degree
• Should have process training / work experience in the call centre industry

Competency Requirements:

• Must be adept in MS Office
• Facilitation Skills
• Excellent diction, spoken and written language skills, with English and local languages
• Patience
• Critical-thinking and problem-solving
• Lateral thinking
• Confidence
• Time-management & multi-tasking skills

Job Responsibilities

• Deliver process training
• Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessments
• Implement apt instructional and learning strategies, activities, materials, and equipment to ensure trainees learn and comprehend quickly and are equipped with the skill sets required
• Design, and utilize lesson plans conforming to approved curriculum
• Assessing and recording trainees’ progress by setting and marking coursework and assessments
• Ensure documented plans are available for review and redesign
• Ensure lesson plans are modified depending on different trainee learning styles.
• Conduct refresher / reset skill training as required
• Develop monitoring systems to ensure that all agents are performing job responsibilities according to training
• Maintain and publish training reports to relevant stakeholders

Performance Measures [Metrics for evaluating Job Holders]

• Pass %
• Training drop out %
• 1st 30 days – PPMG