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IntouchCX
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Process Trainer

Process Trainer

IntouchCX

2 - 5 years

5 - 7 Lacs

Bengaluru

Posted:14 hours ago| Platform:

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Skills Required

BPO Process Trainer Process Training On Job Training Customer Service Training Soft Skills Training Trainer Product Training Classroom Training Bpo Training TTT OJT Product Trainer

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role Brief:

The Process Trainer delivers client-focused training for new hires, process updates, and ongoing development to ensure top-tier workforce readiness. Responsibilities include obtaining new hire trainer certification, updating training materials, and evaluating program effectiveness through various feedback mechanisms.

Core Responsibilities:

Responsible for the functional direction of agents in the training classroom or virtual environment, including monitoring trainee progress, providing coaching and developmental feedback, and making readiness recommendations.
Onboard new employees by introducing core processes and expectations.
Serve as a point of contact for process-related questions during training and nesting.
Deliver engaging training sessions on processes or workflows using effective presentation and facilitation skills, including creative and adult learning techniques across various delivery methods (virtual, classroom, or one-on-one).
Create and maintain up-to-date training manuals, guides, and instructional content.
Design multimedia aids and exercises to enhance learning experiences.
Administer evaluations, quizzes, or tests to gauge comprehension and identify areas for improvement.
Provide targeted feedback to address trainee performance gaps.
Measure training effectiveness using feedback methods (focus groups, interviews, surveys) and recommend program enhancements.
Support Operations in transitioning agents from training to production, ensuring competency aligns with business requirements.
Maintain product knowledge through hands-on transactions, cross-functional meetings, and side-by-side observations.
Ensure consistent communication with managers, peers, and resource groups.
Develop training materials for various delivery methods, including computer-based, interactive, classroom, and remote training.
Analyze employee performance data to identify training needs, adjust programs, and recommend improvements.
Train employees on company policies, procedures, and industry standards.
Ensure teams follow processes accurately and consistently.
Participate in continuous learning by staying engaged in change management, product releases, and process updates.
Recommend curriculum modifications based on feedback or Training Needs Analysis.
Use Brain-Based Learning techniques to foster an effective learning environment.
Adapt to project-specific training needs across multiple projects, as required (may include overtime).

Candidate Preference:

Education
Graduate/ Post-Graduate
Desired Experience –
3 to 6 Years

Desired Skills and Abilities:

Proven experience in training methodologies, content creation, and soft skills (communication skills, critical thinking, time management, team building, etc.)
Excellent written and verbal communication skills.
Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
Self-starter, sense of urgency, and works well under pressure.
Strong attention to detail.
Sense of professionalism and ability to develop good relationships.
Previous experience in training or coaching agents - Coaching agents can be one-on-one, mentoring, SME, or delivering updates to a group or team of people.
Willingness to keep abreast of new techniques in corporate teaching.
Proficient in MS Office and Google Suite; e-learning software is an asset – Willing to teach, must be willing to learn.
Phenomenal communication, presentation, and public speaking skills.
Flexible in schedule – Must be okay to work nights.
Has patience to teach others – Understands the DISC Model.
Willingly work tickets/Audits for the project they serve on a monthly basis.
Excellent Presentation, Feedback & Coaching skills.
Good technical knowledge of computers and phones.

Benefits:

Salary – best in the industry
Performance-based incentives
Monthly Employee Engagement Activities
Free Transportation (both ways)
Free meals
Medical Insurance

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