Lead Training Facilitator

5 days ago

Varanasi, Uttar Pradesh, India beBeeSoftSkills Full time ₹ 9,00,000 - ₹ 12,00,000
Job Overview

A key responsibility of this role is to conduct comprehensive training programs that cover essential communication, email etiquette, customer handling, conflict resolution, time management, team collaboration, and leadership skills.

Main Responsibilities
  • Training Delivery: Develop and deliver tailored training sessions for new hires and refresher courses for BPO employees, focusing on developing relevant skills for the customer service environment.
  • Needs Assessment: Conduct surveys, review performance reports, and obtain manager feedback to identify training needs and ensure effective development of training content.
  • Content Development: Design and create engaging training materials, role plays, simulations, and case studies that cater to the specific needs of BPO/customer service employees.
  • Employee Coaching: Mentor and coach employees to enhance their customer interaction, empathy, and problem-solving skills, promoting a positive and supportive work environment.
  • Evaluation and Improvement: Assess the effectiveness of training programs through feedback, assessments, and on-the-job performance evaluations, making recommendations for improvement as needed.
  • Collaboration: Work closely with operations and HR teams to align training modules with business objectives, ensuring seamless integration and impact.
  • Reporting and Analytics: Maintain accurate records and provide regular reports on training participation and outcomes, enabling data-driven decision-making.
Requirements
  • Excellent communication and interpersonal skills.
  • Ability to design and deliver engaging training programs.
  • Strong analytical and problem-solving skills.
  • Proficiency in Microsoft Office Suite.
  • Experience working in a BPO or customer service environment.

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