Process Trainer for Domestic Bpo

4 days ago

New Delhi, India Fortuco Resource Pvt. Ltd Full time

A trainer is the one who trains, coaches, and develops skills amongst the new associates & poor performers, to improve their product knowledge, performance and achieve higher customer satisfaction. Trainer is expected to maintain expert status in single / multiple lines of business, and will regularly do so by handling routine customer interactions in voice, non-voice environment.

***Trainer Duties and Responsibilities**
- To train new hires on product, process and customer handling skills
- Maintain batch reports and measure effectiveness post 30 days of conducting refresher
- Complete daily tracking, including end of day course evaluation and trainee assessments
- Research product information for each account assigned by attending team meetings and periodic calibrations sessions, side by side observations, and call monitoring for training department purposes
- Maintain updated course and training evaluations for management review
- Gathers documents and distributes clear information from updates received by corporate training and the client
- Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents via TNI’s and refresher sessions
- Participates in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date

**Trainer - Skills**
- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be self-motivator and self-starter
- Excellent facilitation skills
- Exceptional listening skills
- Solid time management skills
- Must be able to effectively deal with internal & external stakeholders
- Creative ability & writing proficiency
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed

**Trainer - Minimum requirements**
- 2-3 years of BPO Experience with 6-12 months of experience in training delivery
- Graduate / 3-year Diploma
- Excellent verbal, written and interpersonal communication skills
- Must be proficient with Microsoft Office (Word, Excel, PowerPoint)
- Excellent presentation skills

**Key Skills**

process training, Communication Skills, Domestic BPO, presentation skills, Training Management, Leadership, Skills monthly reports, Process Training, Process Trainer

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