Process Trainer Bpo

4 days ago

Gurugram Haryana, India Gandalf IT Services LLP Full time

Key Responsibilities:

- The key responsibility in this role is on boarding the new people to the customer service, inside sales development role. This includes intensive training as per various processes and the topics covered would be around product, process, culture, soft skills and so on.
- Developing call centres’ education materials, such as digital presentations, how-to manuals, and instructional videos.
- Collate the training results and documentation of the same to present to the senior management weekly/monthly
- Ongoing call listening sessions with the teams and providing feedback to help them get from 70% or lesser to 90%+
- Training experienced employees on new or updated procedures to improve their performance.
- Observing the daily operations of employees and identifying any areas of improvement.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

Qualifications and Skills:

- A bachelor's degree in human resources, or a related field.
- Additional certification in business leadership, eLearning software, or adult education and training is preferred.
- Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.
- Excellent knowledge of sales techniques and customer service best practices.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced and stressful work environment.

**Experience**:

- At least 2 years’ experience working as a BPO trainer

**Job Types**: Full-time, Permanent

Pay: ₹30,000.00 - ₹35,000.00 per month

Schedule:

- Day shift

**Education**:

- Bachelor's (required)

**Experience**:

- Teaching: 1 year (required)
- total work: 2 years (preferred)

**Language**:

- English (preferred)

Work Location: In person

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