Voice Process Trainer – Customer Service Expert

7 hours ago

Mangalore Mysore, India beBeeDevelopment Full time ₹ 10,00,000 - ₹ 15,00,000

Customer Service Trainer: Voice Process Excellence

We are seeking a seasoned Customer Service Trainer to enhance our voice process team in the BPO domain. The ideal candidate will be responsible for designing and delivering impactful training programs to new hires and existing agents, focusing on communication skills, product/process knowledge, and overall service quality.

This role plays a key part in elevating customer satisfaction by ensuring agents are well-prepared and confident in handling voice interactions.

Key Responsibilities:

  • Develop comprehensive new hire training sessions centered on voice process, communication, product/process knowledge, and soft skills.
  • Design, update, and maintain high-quality training content, manuals, and modules.
  • Assess trainee performance through assessments, mock calls, and feedback sessions.
  • Collaborate with operations, QA, and HR teams to identify training needs and plan refreshers/upskilling sessions.
  • Maintain accurate training MIS, attendance, and feedback reports.
  • Provide floor support/mentoring for new batches during their nesting period.
  • Continuously evaluate the effectiveness of training and implement improvements.
  • Stay updated on industry trends, client updates, product changes, and quality standards.

Requirements:

  • 4+ years of experience in BPO, with at least 2 years in a trainer/facilitator role (voice process).
  • Exceptional 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.

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