Senior process trainer

3 weeks ago

Bengaluru, India Cimmons Full time

Company Description

Cimmons Integrated Services, an ISO 9001:2015 and ISMS 27001:2013 certified organization, is a leading global service partnering company based in Bengaluru, India. We specialize in offering comprehensive solutions to both B2C and B2B segments, partnering directly with our clients to support various types of businesses. Our young and dynamic team provides 365 days – 24/7 support and offers an extensive range of services including BPO and Call Center Support Services. We focus on designing and deploying robust customer experience management processes that cover all customer interaction touchpoints such as voice, email, chat, and social media. Our commitment to enhancing customer satisfaction through advanced business analytics and cutting-edge technology sets us apart.

**Role Description

Job Title: - Collection Trainer

A Collection Process Trainer's primary responsibility is to develop and deliver training programs for collection agents, ensuring they possess the necessary skills and knowledge to effectively recover outstanding debts. This role involves designing training materials, conducting sessions, providing ongoing Training for Collection process like related loan recovery process, and evaluating program effectiveness. Strong communication (English and Hindi) , interpersonal, and analytical skills are essential for success in this position,


• The trainer should have knowledge in TNI, TNA, BQM, LMS, shrinkage and attrition, as well as proficiency in Excel and Power Point.

Responsibilities:


• Developing call centres' education materials, such as digital presentations, how-to manuals, and instructional videos.


• Preparing procedures and policies regarding sales/customer service techniques and appropriate agent conduct.


• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.


• Training experienced employees on new or updated call center procedures to improve their performance.


• Observing the daily operations of call center employees and identifying any areas of improvement.


• Liaising with team leaders and managers to conduct on-the-job coaching.


• Measuring the effectiveness of training sessions and preparing individual or team progress reports.


• Creating and managing multiple trainings.


• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

Requirements:


• A bachelor's degree or +2, and experience in related field.


• Additional certification in business leadership, eLearning software, or adult education and training is preferred.


• At least 1-year experience working as a call center trainer


• Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.


• Excellent knowledge of sales techniques and customer service best practices.


• Strong teaching abilities and mentoring skills.


• Good communication, interpersonal, and conflict resolution skills.


• Ability to provide leadership to personnel in a fast-paced and stressful work environment.

Salary based on market standards

Excellent English and Hindi Communication**

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