Trainer

1 week ago

Mysuru Karnataka, India unifyCX Full time

UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.

**Job Summary**:
**Key Responsibilities**:

- Conduct new hire training (NHT) sessions focused on voice process, communication, product/process knowledge, and soft skills.
- Design, update, and maintain training content, manuals, and modules.
- Assess trainee performance through assessments, mock calls, and feedback sessions.
- Coordinate with operations, QA, and HR teams to identify training needs and plan refreshers/upskilling sessions.
- Maintain training MIS, attendance, and feedback reports.
- Conduct floor support/mentoring for new batches during their nesting period.
- Continuously evaluate the effectiveness of training and implement improvements.
- Stay updated on client updates, product changes, and quality standards.

**Skills Needed**:

- 3+ years of experience in BPO, with at least 1 years in a trainer/facilitator role (voice process).
- Excellent communication, presentation, and facilitation skills.
- Strong knowledge of call center operations and customer service best practices.
- Proficiency in using MS Office tools (Excel, PowerPoint, Word).
- Ability to manage time effectively and handle multiple batches or programs.
- Experience in training for international voice processes (US/UK/AUS).
- Knowledge of adult learning principles and training methodologies.
- Certification in Training & Development (e.g., Train-the-Trainer, Dale Carnegie - preferred).
- Exposure to Learning Management Systems (LMS) or e-learning tools.

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