Bpo Trainer

2 weeks ago

Bhayandar Mumbai Maharashtra, India EbixCash Global Services Pvt Ltd Full time

**Key Responsibilities**:

- **Training Delivery**: Conduct training sessions for new hires and existing employees on customer service best practices, product knowledge, and system processes. Deliver training programs both in-person and virtually, as required.
- **Training Materials Development**: Design and develop engaging training materials, including presentations, manuals, and e-learning modules. Ensure all content is up-to-date and aligned with company goals and industry standards.
- **Onboarding New Employees**: Facilitate the onboarding process for new hires, ensuring they are adequately trained on company policies, procedures, and job-specific tasks.
- **Continuous Learning**: Provide ongoing training for existing employees to improve their skills, keep them updated on new products or services, and enhance their overall performance.
- **Assessing Training Needs**: Collaborate with team leaders and managers to assess the training needs of employees. Develop customized training programs based on performance gaps and business requirements.
- **Training Evaluation**: Monitor and evaluate the effectiveness of training programs through assessments, feedback surveys, and performance metrics. Make adjustments to training approaches as needed.
- **Coaching and Support**: Provide one-on-one coaching sessions to employees who require additional assistance. Offer continuous support to help employees succeed in their roles.
- **Knowledge Sharing**: Maintain up-to-date knowledge of industry trends, customer service techniques, and technologies. Share insights with the team to foster a culture of learning and development.
- **Performance Monitoring**: Track the progress and performance of trainees, providing constructive feedback to help them improve. Report on training outcomes and suggest improvements to management.
- **Collaboration**: Work closely with managers, team leaders, and HR to align training programs with organizational goals and to address specific performance issues.
- **Compliance**: Ensure that all training programs comply with company policies, procedures, and regulatory requirements. Promote a culture of compliance in training.

**Key Qualifications**:

- **Experience**:

- 2+ years of experience in a training or instructional role within the BPO or customer service industry.
- Experience in delivering training for both new hires and existing employees.
- **Skills**:

- Strong presentation and facilitation skills.
- Excellent verbal and written communication skills.
- Ability to design training programs and materials that are engaging and effective.
- Proficiency in using training tools and software, such as LMS (Learning Management System).
- Good understanding of BPO operations, including call center environments, customer service processes, and KPIs.
- **Knowledge**:

- In-depth knowledge of adult learning principles and effective training methods.
- Familiarity with training metrics and the ability to assess training effectiveness.
- Knowledge of industry-specific products, services, and software is a plus.

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

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Day shift

**Language**:

- English (preferred)

Work Location: In person

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