Trainer

unifyCX

4 - 8 years

4 - 6 Lacs

Mysuru

Posted:1 day ago| Platform:

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Skills Required

Excellent Communication In English Soft Skills Training International BPO Soft Skills

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job Summary:

Trainer

Key Responsibilities:

Conduct new hire training (NHT) sessions focused on voice process, communication, product/process knowledge, and soft skills.
Design, update, and maintain training content, manuals, and modules.
Assess trainee performance through assessments, mock calls, and feedback sessions.
Coordinate with operations, QA, and HR teams to identify training needs and plan refreshers/upskilling sessions.
Maintain training MIS, attendance, and feedback reports.
Conduct floor support/mentoring for new batches during their nesting period.
Continuously evaluate the effectiveness of training and implement improvements.
Stay updated on client updates, product changes, and quality standards.

Skills Needed:

4+ years of experience in BPO, with at least 2 years in a trainer/facilitator role (voice process).
Excellent communication, presentation, and facilitation skills.
Strong knowledge of call center operations and customer service best practices.
Proficiency in using MS Office tools (Excel, PowerPoint, Word).
Ability to manage time effectively and handle multiple batches or programs.
Experience in training for international voice processes (US/UK/AUS).
Knowledge of adult learning principles and training methodologies.
Certification in Training & Development (e.g., Train-the-Trainer, Dale Carnegie preferred).
Exposure to Learning Management Systems (LMS) or e-learning tools.

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