Trainer – Voice Process (BPO)

Job Title: Trainer – Voice Process (BPO) Location: Mysore Shifts: Rotational Shift including night shifts Employment Type: Full-Time About Us: unifyCX (www.unifycx.com) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele. At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision. UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity. Job Summary: We are looking for a dynamic and experienced Trainer to join our voice process team in the BPO domain. The ideal candidate will be responsible for delivering effective training programs to new hires and existing agents, enhancing communication skills, product/process knowledge, and overall service quality. This role plays a key part in improving customer satisfaction by ensuring agents are well-prepared and confident in handling voice interactions. 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.