Trainer - Voice Process - Bpo (1-8 Yrs) Mysore/karnataka/mangalore (sales Management)

3 weeks ago

Mysore Karnataka Mangalore Karnataka, India Team Management Services Full time

Job Summary Our Client is looking for a dynamic and experienced Trainer to join their 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 Set - 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 ref updazz com

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