Cs Trainer Mlr

7 days ago

Mangalore Karnataka, India unifyCX Full time

**Job Title**: Trainer - Voice Process (BPO)
**Location**: Mangalore
**Shifts**: Rotational Shift including night shifts
**Employment Type**: Full-Time

**About Us**:
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

**Job Summary**:
**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 Needed**:

- 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.

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