Process Trainer

7 hours ago

Pune, Maharashtra, India Highrise Solutions LLP Full time ₹ 40,00,000 - ₹ 1,20,00,000 per year


Job Description:

Job Title: Process Trainer - Call Center/Back Office Operations

Job Overview:

We are currently seeking an experienced and detail-oriented Process Trainer to join our team. The ideal candidate will play a crucial role in ensuring that our call center and back-office teams are well-trained on operational processes, procedures, and systems. If you have a passion for training, a deep understanding of call center and back-office operations, and a proven track record in delivering effective training programs, we encourage you to apply.

Responsibilities:

Training Program Development:

  • Design, develop, and deliver comprehensive training programs for call center and back-office processes, ensuring alignment with organizational objectives.
  • Collaborate with subject matter experts to create training materials, manuals, and job aids.

New Hire Onboarding:

  • Conduct orientation and onboarding sessions for new hires, providing an overview of company processes, policies, and systems.
  • Ensure that new team members are equipped with the necessary knowledge and skills to perform their roles effectively.

Ongoing Training and Development:

  • Provide continuous training and refresher sessions to existing team members to reinforce process knowledge and address any changes or updates.
  • Keep training materials up-to-date to reflect the latest processes and best practices.

Performance Evaluation:

  • Assess the effectiveness of training programs through participant feedback, performance metrics, and evaluations.
  • Work closely with management to identify performance gaps and develop targeted training interventions.

Documentation and Reporting:

  • Maintain accurate records of training sessions, attendance, and participant performance.
  • Generate reports on training effectiveness and present findings to management.

Collaboration with Operations and Quality Assurance:

  • Collaborate with operations teams to understand evolving process requirements and updates.
  • Work closely with quality assurance teams to incorporate process improvements into training programs.

Qualifications:

  • Bachelor's degree in Business, Education, or a related field.
  • Proven experience as a Process Trainer in a call center or back-office operations environment.
  • In-depth knowledge of call center and back-office processes, procedures, and systems.
  • Strong presentation and facilitation skills.
  • Excellent communication and interpersonal skills.
  • Familiarity with learning management systems and training evaluation methods.

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