Trainer

5 hours ago

Gurgaon, Haryana, India OYO Full time

We are looking for an experienced Homeowner Service Trainer to design, deliver, and manage training programs for the Homeowner Service team. The role involves conducting both online and offline training sessions, ensuring the team is well-equipped with product knowledge, process understanding, and soft skills to deliver exceptional service.

The trainer will also be responsible for updating training materials, monitoring performance post-training, and collaborating with process experts to align content with business goals.

Key Responsibilities:

  • Conduct new hire and refresher training sessions (online and offline).
  • Design and update training content, assessments, and SOPs based on process updates.
  • Ensure 100% accuracy and relevance of all training materials.
  • Collaborate with Team Leads and SMEs to identify skill or knowledge gaps.
  • Track trainee progress and evaluate performance through tests and feedback sessions.
  • Maintain detailed training reports and share performance insights with leadership.
  • Conduct calibration and shadow sessions to align training with live operations.
  • Drive engagement, ownership, and process excellence through effective facilitation.
  • Ensure training quality and delivery meet organizational standards.

Requirements:

  • Minimum 2 years of experience in training (process or product) BPO / Client Success / Customer Experience background preferred.
  • Strong experience in both online and offline training delivery.
  • Excellent English communication (written and verbal).
  • Proficient in MS Office and Excel (tracking, reporting, and data analysis).
  • Ability to create engaging training decks, quizzes, and assessments.
  • Strong coordination and feedback skills.
  • Detail-oriented, proactive, and able to manage multiple batches simultaneously.
  • Prior experience in international process training (Europe/UK markets) is a plus.

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