Trainer - Voice Process

Role Overview: As a Trainer for the voice process team in the BPO domain at unifyCX, you will be responsible for delivering effective training programs to new hires and existing agents. Your role will involve enhancing communication skills, product/process knowledge, and overall service quality to improve customer satisfaction through well-prepared and confident agents for 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. Qualifications Required: - 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.,