We are seeking a highly motivated and experience individual in training to join our team. The ideal candidate will be well versed with process training and play a pivotal role in designing and delivering impactful training programs, managing stakeholder relationships, and driving organizational growth through effective learning initiatives.
This role requires a strong background in process training in a contact centre or BPO, with prior team experience in operations, quality, or training being highly desirable. In addition, experience in outsourcing training for contact centres is a valuable asset. The selected candidate must also be versatile to integrate with operations during low training volumes to support business continuity.
Key Responsibilities
Facilitation & Training
Conduct audits to identify and address learning and development (L&D;) gaps in customer experience processes.
Develop, deliver, and facilitate training programs on process knowledge,
email essentials, customer interaction skills, and other relevant subjects.
Provide coaching and guidance to learners, fostering continuous skill enhancement and a culture of learning.
Proven experience in conducting Training Needs Analysis (TNA) using business performance metrics, quality scores, CSAT, NPS, and customer feedback.
Governance & Stakeholder Management
Manage stakeholder relationships through effective communication, needs analysis, and regular business reviews.
Formulate and monitor quality processes
Integration with Operations
During periods of low training volume, work closely with floor operations to manage business volumes effectively and ensure seamless integration. Making outcalls to customers and/or resolve case inflows to understand the business needs to further facilitate any gap in training or refreshers.