Bpo Trainer

**Overview**:
As a Call Centre Trainer, you will be responsible for designing, developing, and implementing training programs tailored to the specific needs of our BPO sector. You'll play a pivotal role in ensuring our employees possess the necessary skills, industry knowledge, and expertise to excel in delivering exceptional services to clients.

**Responsibilities**:
1. Training Program Development:

- Design, develop, and update training materials, modules, and resources aligned with BPO industry standards, client requirements, and organizational goals.
- Create engaging training sessions, both classroom-based and online, covering product knowledge, soft skills, customer service techniques, and call handling procedures.

2. Onboarding and New Hire Training:

- Conduct orientation sessions for new call centre employees, introducing them to company policies, procedures, and systems.
- Deliver training sessions to new hires on call centre tools, software, customer service techniques and communication etiquette

3. Ongoing Training and Coaching:

- Provide ongoing coaching and feedback to call centre agents to improve their performance, efficiency, and customer satisfaction.
- Develop refresher courses or advanced training programs to enhance the skills of existing team members.

4. Performance Evaluation and Reporting:

- Assess the effectiveness of training programs through performance metrics, feedback, and evaluation of individual and team performance.
- Prepare reports and recommendations based on training outcomes to management for continuous improvement.

5. Collaboration and Communication:

- Collaborate with BPO managers, client representatives, and operational teams to identify training needs and refine strategies accordingly.
- Communicate effectively with stakeholders to ensure training programs align with BPO sector requirements and client expectations.

**Qualifications**:

- Bachelor’s degree in Business Administration, Communication, or a related field (Masters degree preferred)
- Proven experience of two years in a call centre environment, with a focus on training and development.
- In-depth understanding of BPO operations, client-specific processes, customer service principles, and training methodologies
- Strong understanding of call centre operations, customer service principles, and training methodologies.
- Excellent communication, presentation and interpersonal skills.
- Proficiency in using training tools, Learning Management Systems (LMS), and other training software.
- Ability to adapt training approaches to different learning styles and levels of experience.
- Certification in Training & Development or related field is a plus.
- Must have knowledge about Attrition, Shrinkage, KPI, and KRA.

**Attributes**:

- Passion for teaching and mentoring.
- Analytical mindset with a focus on continuous improvement.
- Ability to motivate and inspire individuals and teams.
- Flexibility and adaptability to a dynamic work environment.
- Organizational skills with attention to detail.

**Benefits**:

- Competitive salary and benefits package.
- Opportunities for professional growth and development.
- Positive and collaborative work culture.
- Contribution to shaping a high-performing call centre team.

**Salary**: ₹25,000.00 - ₹30,000.00 per month

**Benefits**:

- Leave encashment
- Paid sick time
- Provident Fund

Schedule:

- Day shift

Supplemental pay types:

- Yearly bonus

**Education**:

- Diploma (preferred)

**Language**:

- English (required)

Application Deadline: 06/12/2023