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.

Recent Hire Onboarding:
Conduct orientation and onboarding sessions for recent 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 setting.
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.

📌 Process Trainer Call Center/back Office Operations Pune
🏢 HigHRise Solutions
📍 Pune