Trainer Inbound Voice Process

3 days ago

Indore, Madhya Pradesh, India 2coms Full time ₹ 9,00,000 - ₹ 12,00,000 per year

SUMMARY

About the Company :

A Fortune 500 global leader in technology services and digital business solutions, this company delivers comprehensive Business Process Services (BPS) and IT-enabled solutions. With a worldwide presence, it serves diverse industries including banking, healthcare, retail, manufacturing, and communications. The firm's expertise spans a broad spectrum of critical processes from finance and accounting to human resources, customer service, and supply chain management - enabling clients to enhance efficiency, drive innovation, and achieve business agility on a massive scale.

About the Role      

We're looking for an experienced and highly skilled BPO Trainer with expertise in international inbound voice processes to join our team in Indore. In this role, you will be the Subject Matter Expert (SME), responsible for developing and delivering comprehensive training programs for our customer service representatives. You will ensure our teams are equipped with the knowledge and skills necessary to deliver exceptional service and meet key performance indicators. This is an exciting opportunity for a passionate trainer with a deep understanding of the BPO industry.

Key Responsibilities

  • Design, develop, and deliver training content for new hires (Nesting) and tenured employees on international inbound voice processes.
  • Act as a Subject Matter Expert (SME), providing support and guidance to agents on complex process and policy queries.
  • Conduct needs assessments to identify training gaps and create targeted learning interventions.
  • Facilitate engaging and interactive training sessions, leveraging various instructional techniques.
  • Evaluate training effectiveness through assessments, quizzes, and performance metrics.
  • Collaborate with quality assurance, operations, and leadership to ensure training aligns with business goals and quality standards.
  • Maintain accurate training records and report on key training metrics.
  • Stay updated on industry best practices and process changes to ensure training content is current and relevant.

Requirements

Requirements

  • Experience: Minimum of 4+ years of experience as a trainer in an international inbound voice process within the BPO industry.
  • Expertise: Proven Subject Matter Expert (SME) knowledge of international inbound voice operations, including customer service, technical support, or sales.
  • Communication: Excellent verbal and written communication skills with a neutral accent.
  • Training Skills: Strong instructional design and facilitation skills. Experience with various training methodologies and adult learning principles.
  • Problem-Solving: Strong analytical and problem-solving abilities to address complex issues and provide effective solutions.
  • Availability: Must have a notice period of 0-30 days.

Benefits

Benefits

  • Competitive salary and performance-based incentives.
  • Opportunity to work with a leading BPO organization and make a significant impact on agent performance.
  • Professional development and growth opportunities.
  • A positive and collaborative work environment.

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