Process Trainer

15 hours ago

Navi Mumbai, Maharashtra, India vasitum Full time ₹ 4,00,000 - ₹ 12,00,000 per year
Job Summary: The Contact Center Line/Process Trainer at iMetrix Solutions maximizes the effectiveness of call center representatives by ensuring representatives have thorough knowledge of products, services, can effectively use telephone sales-closing skills, resolve customer issues both on Sales or Customer Service calls and provide positive customer experience to the current and potential customer base of Clients of iMetrix Solutions.
Job Duties & Responsibilities:
  • Completes VnA, Product and Process training for the new hires or existing staff within the time period as allotted by the Management.
  • Creates self as example or role model and exhibits traits of an "ideal" Telesales professional or Customer Service professional by always maintaining self accordingly.
  • Leads the trainee team whether for new hires or existing staff towards exemplary "Calls" by setting "LIVE" call examples with Customers - whether it be for Customer Service or Sales.
  • Consistently manages to keep the attrition rate within the training batch well below 10%.
  • Consistently manages to keep the attendance rate within the training batch well beyond 90%.
  • Consistently manages to meet the 85% through-put rate (training-to-floor) for every training batch.
  • Plans, conducts, coordinates and implements a comprehensive training program for staff.
  • Training components will be geared toward new hires, existing staff and individuals who seek one-on one assistance or are highlighted by the internal Operations and/or QA departments.
  • Provides suggestions to the Human Resources team and Management on regular intervals to enhance quality of hires, increase training outcome at the end of training period and reduce organizational costs from a financial standpoint.
  • Keeps self-updated about training methods, creative ideas related to Call Center training with due participation in free online webinars, sessions etc meant for Call Center trainers, etc.
  • Engages in all sales- and customer service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
  • Thorough understanding of the Training vertical within the local Call Center industry.
  • Performs all other duties as required from time to time as instructed by the management.

Shift Timings: Must be flexible with the ability and willingness to work late evenings, weekends and certain holidays. Must be able to travel to other call centers and field offices. iMetrix Call Center operational hours currently are 5 days a week, 9 hours a day & may be subject to change as per business requirements. Required Qualifications:-
  • Minimum 4yrs call taking experience in an International BPO or at least 2yrs as a Process/Line Trainer in a similar environment University Graduate or equivalent required.
  • Excellent presentation skills (oral and written), as well as ability to motivate, teach and inspire staff.
  • Operational knowledge of MS Office: Excel, Word and PowerPoint.
  • Ability to develop training and methodology programs that are unique to the organization's goals, values and mission statement.
  • Telesales and Customer service training experience (minimum of 1 year in industry or related field).
  • Ability to train and manage large group of candidates – new hires and/or existing staff
  • Strong analytical and decision making skills.
  • Self-development skills.
  • Experience with Call Center based Telesales & Customer Service projects.
  • Ability to handle multiple projects at once and prioritize them for optimum results.
  • Must be able to travel up to 25% or as may be needed by the company/client 

Why choose iMetrix:-
  • Employee Centric work culture
  • Pick-up and Drop facility if shift starts or ends between 11.00 PM to 5:00 AM
  • Performance based appraisal
  • Fast paced Growth
  • Attendance bonus for 0% Absenteeism
  • ESIC & Medical Insurance(Self)
  • Provident Fund(Employee & Employers contribution)
  • 5 Days work week and fixed weekend offs
  • On Spot cash incentives
  • Weekly and Monthly incentive campaigns
Tips: Provide a summary of the role, what success in the position looks like, and how this role fits into the organization overall.
Responsibilities [Be specific when describing each of the responsibilities. Use gender-neutral, inclusive language.] Example: Determine and develop user requirements for systems in production, to ensure maximum usability
Qualifications [Some qualifications you may want to include are Skills, Education, Experience, or Certifications.] Example: Excellent verbal and written communication skills

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