Process Trainer - Int. Service Desk process (MNC- BPO)

Process Trainer

Roles and Responsibilities:

• Design, develop, and deliver comprehensive training programs for new hires and existing agents within the International Service Desk process.
• Conduct regular training sessions on product knowledge, process updates, customer service skills, and technical troubleshooting for IT infrastructure issues.
• Create engaging training materials, including presentations, manuals, job aids, and exercises.
• Assess trainee performance through quizzes, simulations, and live call/chat monitoring, providing constructive feedback for improvement.
• Collaborate closely with operations managers and quality analysts to identify training needs and performance gaps.
• Implement effective coaching strategies to enhance agent skills and ensure adherence to service level agreements (SLAs) and quality standards.
• Stay updated with the latest IT Service Management (ITSM) trends, tools, and best practices, particularly within an international BPO context.
• Facilitate knowledge transfer sessions and contribute to the development of a robust knowledge base.
• Monitor and report on training effectiveness and its impact on key performance indicators (KPIs).

Skills Requirement:

• Proven experience as a

  Process Trainer

  within an international BPO environment, specifically for

  Service Desk or Technical Support processes

  .
• Strong understanding of

  IT Service Management (ITSM)

  concepts and ITIL principles.
• Excellent

  presentation, facilitation, and communication skills

  (both verbal and written), with the ability to convey complex technical information clearly and engagingly.
• Experience in developing effective training content and methodologies.
• Strong analytical skills to assess training needs and evaluate program effectiveness.
• Ability to provide constructive feedback and coach individuals for performance improvement.
• Customer-focused mindset with an understanding of international customer service expectations.
• Proficiency in using training tools and platforms.

QUALIFICATION:

• Bachelor's degree in a relevant field (e.g., IT, Business, Education) or equivalent practical experience.