Process Trainer

The Process Trainer is responsible for designing and delivering effective training programs for new hires and existing employees across CRM and call center operations. The role ensures that team members are equipped with the required process knowledge, communication skills, and CRM expertise to meet business goals and deliver exceptional customer service.

Key Responsibilities

• Conduct new-hire and refresher training sessions for call center and CRM teams.
  
• Train employees on CRM tools (e.g., Freshdesk), workflow processes, SOPs, and communication protocols.
  
• Create, update, and maintain training modules, process manuals, SOPs, and e-learning content.
  
• Evaluate trainee performance through assessments, role-plays, and practical tests; provide constructive feedback.
  
• Collaborate with Quality, Operations, and HR teams to identify skill gaps and define training needs.
  
• Monitor process adherence and ensure consistency in service delivery standards.
  
• Support onboarding and transition of new CRM processes, client accounts, or system updates.
  
• Generate training reports, track learning progress, maintain training MIS, and share updates with stakeholders.
  

Technical / Functional Skills

• Strong understanding of CRM systems (Freshdesk or similar).
  
• Familiarity with inbound and outbound call center operations.
  
• Knowledge of customer lifecycle management and service workflows.
  
• Experience in developing process manuals, presentations, SOPs, and e-learning modules.
  
• Ability to analyze process performance and convert insights into training requirements.
  

Qualitative / Soft Skills

• Excellent communication and presentation skills.
  
• Strong interpersonal and collaboration skills.
  
• Analytical mindset with strong attention to detail.
  
• Patience and the ability to train individuals at varying skill levels.
  
• Adaptability to fast-paced environments and frequent process changes.
  
• High ownership, accountability, and follow-through in task execution.
  

Qualifications

• Bachelors degree or relevant certification (preferred).
  
• Prior experience as a Process Trainer, CRM Trainer, or Call Center Trainer is an advantage.
  
• Familiarity with customer support processes in retail, healthcare, or CRM-based environments is a plus.