Process Trainer-BPO

Roles and Responsibilities

• To coach new recruits on the floor, to design and deliver training programs specializing in current process and new process(s) as per the business requirement.

  Should have outbound or inbound trainer experience

Customer:

• To deliver a 2 weeks induction course to the new employees following company training Manuals
• To gauge the post training performance of agents trained for 0-30 days period
• To be responsible for Process Training Yield
• To evaluate and provide feedback to the training manager on amendments to the training material
• To analyze the training needs, design and deliver appropriate programs and evaluate their success
• Trainers to regularly practice process to stay updated and ensure they are calibrated internally with other trainers and externally with clients
• To provide feedback to consultants on the quality of their work in line with Company policies and procedures
• To seek feedback proactively, from all staff, from all departments

Critical Competencies:

• Solves Problem
• Communicates Effectively
• Demonstrates Collaboration
• Maintains Composure

Should have at least 2 yrs experience as trainer in BPO-Voice LOB

• Collaborate with managers to identify and assess company training needs
• Utilize data analytics to pinpoint areas requiring improvement and development.
• Design and implement an effective training curriculum that meets organizational needs.
• Develop training materials, including module summaries,
• Train and guide new employees to ensure a smooth onboarding process.
• Develop monitoring systems to ensure all employees are performing their job responsibilities as per training.