Customer Service Trainer- Only Experienced

1 week ago

Remote, India Ebullient Services Full time

Purpose Of Job

The responsibilities of this role include imparting process knowledge skills, conducting training needs analysis for existing staff and new hires, developing process training material, and assessing the outcomes of sessions. This will also include working closely with Operations and different support functions to conduct refresher/training sessions to improve the overall effectiveness and efficiency of the resources/process.

**Accountabilities, Responsibilities, And Main Duties**

**Staff Development & Training Delivery**
- Deliver soft skills, sales skills, and process training to new and existing staff for effective delivery of services.
- Identifying and forecasting the training needs through call monitoring and customer and stakeholders’ feedback.
- Updating the training curriculum on time and obtaining approval from all key stakeholders
- Engage staff through various on-floor learning initiatives.
- Ensure proper handover of new joiners to team leads.
- report the training process on a timely and regular basis.
- Predict the trainees’ attrition through an early warning system and notify the management accordingly.

**Designing of the training modules**
- Designing and expanding training and development programmes based on the needs of the individuals.
- Devising individual learning plans
- Ensure all learning materials are ready for use, are easy to access and are updated every time there is a change in process.

**Monitoring and Evaluation and Learning**
- Ensuring delivery of training as per schedule and following up with participants post-training to ensure training effectiveness.
- Creating and establishing a certification process for various operational and customer service roles.
- Sharing feedback and coaching individuals on their areas of improvement.
- Regularly conduct refresher sessions and gauge the effectiveness of resources.
- Monitoring and reviewing the progress of trainees.

**Role Specific Knowledge And Experience**
- Excellent communication skills in English.
- 2-3 years’ overall experience with a minimum of 1 year as a Process Trainer, preferably in a call/contact centre environment.
- Experience of delivering improvement projects in training, related to NPS, CSAT, upselling, etc.
- Knowledge, experience, and comprehension of training management information systems
- Excellent MS office skills (Word, Excel, Power Point etc.)

**Proactive approach with focus on problem analysis and resolution**

**Role Specific Skills**
- Able to simultaneously manage tasks for multiple processes.
- Ability to adapt quickly to different IT systems
- Be proficient with Microsoft Office, especially Excel and Outlook.
- Have good interpersonal and communication skills.
- Motivated, self-starter who must be eager to learn and develop as the role expands.

**Salary**: ₹12,000.00 - ₹15,000.00 per month

Schedule:

- Day shift

Application Question(s):

- Are you comfortable with a bond of a minimum of 1 year?
- Do you have a laptop or a desktop in good working condition?
- Do you have a proper work from home environment without any background noises?
- Do you have a proper broadband or wifi or any internet connection with good speed?
- Are you under 30 years of age? If you are above the age of 30, please do not apply.

**Education**:

- Bachelor's (required)

**Experience**:

- Customer service: 1 year (required)
- Training & development: 1 year (required)

**Language**:

- English (required)
- Hindi (required)

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