Prodapt | Process Trainer

Overview:

The

Senior Process Trainer

plays a vital role in equipping agents with the skills and knowledge required to deliver exceptional customer service and technical support. This position focuses on developing and facilitating training programs, supporting new hire onboarding, and ensuring continuous learning to meet the evolving demands of Telco customers and technology. The ideal candidate is passionate about learning and development, with the ability to inspire and empower teams to excel in a fast-paced call center environment.

Responsibilities:

Design and Deliver Training Programs:

Create and conduct engaging training sessions on Telco products, troubleshooting processes, and customer service excellence.New Hire Onboarding:

Manage onboarding programs to ensure new hires are well-prepared with the technical and soft skills needed for success.Monitor and Assess Performance:

Track agent progress through evaluations, provide targeted feedback, and implement development plans for continuous improvement.Develop and Maintain Training Materials:

Create manuals, guides, and e-learning content, ensuring training resources remain current with product and process updates.Collaborate for Operational Success:

Work closely with supervisors, quality assurance teams, and product managers to address skill gaps and align training with business goals.

Requirements:3+ years of experience in a training role, preferably within a call center or Telco environment.Strong knowledge of technical support processes, troubleshooting methodologies, and customer service best practices.Exceptional communication and presentation skills, with the ability to engage diverse learners.Experience with Learning Management Systems (LMS) and e-learning tools is a plus.Ability to adapt in a fast-paced environment and manage multiple training initiatives simultaneously.

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