Process Trainer International

A **Process Trainer for International Voice Support** is responsible for training employees who handle customer service calls for international clients, typically in industries like telecom, retail, or IT services. The role focuses on teaching customer support representatives how to manage calls, follow specific processes, and ensure high levels of service for clients from various countries.

Here’s a breakdown of the role for a **Process Trainer in International Voice Support** with a compensation package of **7 LPA (Lakhs per annum)**, based in **Noida**, and with **rotational shifts and off days**:
**Key Responsibilities**:

- **Training Design & Development**:

- Develop and prepare training materials (presentations, documents, simulations, etc.) for new hires or existing employees who require process upskilling.
- Ensure training content is aligned with the standards for international voice support, considering cultural nuances, accent clarity, and communication skills.
- **Process Training**:

- Train agents on company policies, the use of CRM tools, escalation processes, troubleshooting procedures, and FAQs.
- Focus on improving communication skills such as tone, active listening, call resolution, and handling irate customers.
- **Role-Playing & Simulations**:

- Conduct role-playing exercises and mock calls to simulate real-life scenarios (customer inquiries, complaints, technical issues, etc.) and guide agents through the process of responding.
- Focus on soft skills development, including problem-solving, empathy, and maintaining professionalism during calls.
- **Quality Assurance & Monitoring**:

- Continuously monitor and assess the performance of agents after training, ensuring they adhere to best practices and process guidelines.
- Provide feedback, coaching, and refresher training as necessary to improve customer service delivery.
- **Process Updates & Refresher Training**:

- Ensure agents stay updated with any process changes, new product/service launches, or shifts in customer expectations.
- Provide periodic refresher courses and knowledge sharing to keep the team aligned with new developments.
- **Handle Training for Rotational Shifts**:

- Organize and ensure the availability of training materials during different shifts, considering employees working in multiple time zones (night shifts, early shifts, etc.).
- Account for rotational days off and adjust training schedules to accommodate all shifts fairly.
- **Performance Reviews & Reporting**:

- Prepare reports for management on training effectiveness, areas of improvement, and agent performance metrics.
- **Employee Engagement**:

- Build a positive and supportive learning environment to encourage employees to perform their best.
- Motivate and inspire employees to strive for excellence in customer interactions.

**Skills & Qualifications**:

- **Education**:

- Bachelor's degree (or equivalent) in any field.
- Additional certifications in training, customer service, or process management would be an advantage.
- **Experience**:

- 2-4 years of experience in training or process management, preferably within an international voice support setup.
- Experience with international clients or exposure to handling diverse communication styles would be beneficial.
- Prior experience in a contact center environment is preferred.
- **Communication Skills**:

- Excellent verbal and written communication skills in English.
- Ability to train and coach employees from diverse backgrounds.
- Proficiency in accent-neutral training (neutral English, cultural adaptation for international clients).
- **Technical Skills**:

- Familiarity with customer support tools (e.g., CRMs like Salesforce, Zendesk, etc.).
- Ability to use communication systems and call monitoring tools to assess agent performance.
- **Time Management**:

- Strong organizational skills to handle training schedules, especially when employees are working in rotational shifts.
- Ability to adapt training schedules for global time zones if required.

**Salary and Work Schedule**:

- **Shifts**: Rotational shifts, meaning employees could work during morning, evening, or night shifts. This requires flexibility in scheduling.
- **Off Days**: Rotational off days based on shift cycles. This ensures that employees can maintain a healthy work-life balance despite working in shifts.

**Additional Considerations**:

- **Employee Wellbeing**: Given the rotational shifts, it is important to emphasize mental and physical health during training. You may want to provide resources on stress management, time management, and how to handle long shifts effectively.
- **Cultural Sensitivity**: For international voice support, understanding cultural differences is crucial. This includes variations in communication styles, politeness, and expectations across different countries. The trainer should be equipped to teach employees how to adapt to customers from different cultural backgrounds.
- **Technology and T