Master Trainer Position

1 day ago

Tirupati, Andhra Pradesh, India beBeeCustomer Full time ₹ 8,00,000 - ₹ 12,00,000
Job Title: Customer Service Trainer

We are developing a skillset that empowers our customer service team. Our mission is to deliver top-notch training solutions.

About The Role:

As a Customer Service Trainer, you will play a pivotal role in shaping the skills of our customer service team. You will be responsible for designing and delivering training content, conducting needs analysis, and creating modules to address knowledge gaps.

Key Responsibilities:

  • Develop process notes and training materials, including workbooks and assessments.
  • Conduct frequent needs analysis to understand knowledge gaps and create modules to address them.
  • Train all new hires, prepare them for the role, and own responsibility for critical KPIs for the first 45 days.
  • Identify critical issues in the process and take full ownership of bridging the gap.
  • Develop individual improvement plans and train non-performers.
  • Frequently audit customer interactions, find patterns of agent mistakes, and develop short training materials to address key issues.
  • Own responsibility for knowledge transfer of any new process, ensuring every employee understands new processes or changes.
  • Rollout process changes and related communications.
  • Own Knowledge Base (KB), review and develop KB, and ensure it's always relevant.

What We're Looking For:

  • Proven experience in classroom, online, and blended training delivery of at least 4-5 years, with at least 2 years as a master trainer.
  • Practical implementation experience of ADDIE and Kirkpatrick evaluation models.
  • Well-versed with Microsoft PowerPoint and Microsoft Word.
  • Proficient in giving structured performance feedback to trainees both written and verbal.
  • Experience working on cross-organizational projects that directly or indirectly improved customer experience.
  • Strong problem-solving, communication, and team skills.
  • Fluent in English (both written and spoken).
  • Ability to work in a fast-paced environment.

Who Will Excel?

  • We're looking for people with high standards, who understand that hard work matters.
  • You need to be relentlessly resourceful and operate with a deep bias for action.
  • We need people with the courage to be fiercely original.
  • Adaptability and a willingness to learn are essential.

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