Process Trainer Voice

2 months ago

Navi Mumbai, India Hunarstreet Technologies Full time
Urgent Opening: ProcessTrainer Operations (Voice) at Leading BPO Company in Mahape NaviMumbai
Position:Process Trainer Operations(Voice)Operations:Telesales Voice (Inbound &Outbound)ClientGeography: UnitedStatesWorkShift: Night Hours(IST)WorkLocation: Mahape NaviMumbaiRoleType: Full TimePermanentIncentives:Upto 10k per month subject toperformanceMonthlyBonus:ProvidedTransportAllowance:ProvidedPosition Reportsto:ManagerWeekly Offs:2 perweek
We arelooking for a skilled Process Trainer Voice Operations who cantrain and consistently coach our telesales employees both existingand new hires to help bring increased production performance. TheProcess Trainer will routinely participate in the hiring orselection of candidates for production. You should have greatcommunication and presentation skills so as to be able toeffectively communicate with the Trainees and also greatinterpersonal and customer service skills along with someexperience of implementing best practices and a good understandingof coaching employees with empathy leading to increasedperformance.
Responsibilities:
  • Trainfresh new hires selected for respective client campaign(s) on allitems related to product process Telesales telephone etiquettes andother Call Center requirements.
  • Identifytraining needs for existing employees of select campaign(s) andconduct periodic training sessions in order to help improve theoverall performance of the campaign.
  • Developand constantly improve and update Process and Sales trainingmodules in order to ensure maximum training efficiency at alltimes.
  • Strong focus on quality assurance andcompliance requirements as needed for select clientcampaign(s).
  • Handle customer inquiries andother customer calls periodically in order to stay in close contactwith reality and understand the actual issues encountered by theemployee(s) on the production floor and to thereby make use of thelearnings to further improve the overall trainingprocess.
  • Develop and conduct simulation testsand other forms of assessments to evaluate trainees and existingemployees on a periodic basis and to identify knowledge gaps; andthereafter coach them basis the needsidentified.
  • Keep track of and publish dailyreports with regard to trainees in the training batch andthereafter publish weekly reports.
  • Responsiblefor some level of participation in the hiring and selection ofcandidates needed for the production floor from time totime.
  • Responsible for periodically auditingcalls along with making detailed notes of observations for feedbackas and when needed and to make use of the observations to furtherimprove the training process.
  • Conductingcoaching sessions with the Trainees one to one and/or in group tohelp improve performance.
  • Document trainingfeedback and coaching sessions with proper signoffs and recordsmanagement.
  • Maintain supervision and ensurethat all company policies are observed and duly followed by therespectiveTrainees.

AcademicRequirement:
  • HSC orBachelor s or Master s in any stream (except Engineering MedicalScience)
  • Call Center related certifications area plus
  • Training Teaching related certificationsare aplus

ExperienceRequirement:
  • Provenwork experience as a Process or Sales Trainer in a Call Center fora minimum of 6 to 9 months
  • Work experienceTraining or Coaching Telesales employees in a US voice processsetting ispreferred

SkillRequirement:
  • Knowledgeof MS Office suite with proficiency in MS Excel Word PowerPointpreferred
  • Good interpersonal customer serviceverbal and written communicationskills
  • Positive and patient approach to workwith problems/issues
  • Ability to multitask andremain calm under pressure
  • Strong coaching andfeedback skills ability to motivateTrainees
  • Ability to exhibit a very politecourteous and professional approach at alltimes.

Interestedcandidates pleaseApply

customerservice,training,bpo,ms powerpoint,coaching,operations,qualityassurance,ms excel,call center,telesalesvoice,customer,communication,ms office,msword,compliance

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