Brief:We are looking for a skilled Process Trainer – Voice Operations who can train, and consistently coachour telesales employees, both existing and new hires, to help bring increased productionperformance.
The Process
Trainer will routinely participate in the hiring or selection of candidates forproduction. You should have great communication and presentation skills so as to be able toeffectively communicate with the Trainees and also great interpersonal, and customer service skillsalong with some experience of implementing best practices and a good understanding of coachingemployees with empathy leading to increased performance.Responsibilities: Train fresh new hires selected for respective client campaign(s) on all items related toproduct, process, Telesales, telephone etiquettes and other Call Center requirements. Identify training needs for existing employees of select campaign(s) and conduct periodictraining sessions in order to help improve the overall performance of the campaign. Develop and constantly improve and update Process and Sales training modules, in order toensure maximum training efficiency at all times. Strong focus on quality assurance and compliance requirements as needed for select clientcampaign(s). Handle customer inquiries, and other customer calls periodically in order to stay in closecontact with reality and understand the actual issues encountered by the employee(s) on theproduction floor, and to thereby make use of the learnings to further improve the overalltraining process. Develop and conduct simulation tests,
and other forms of assessments to evaluate traineesand existing employees on a periodic basis and to identify knowledge gaps; and thereaftercoach them basis the needs identified. Keep track of and publish daily reports with regard to trainees in the training batch, andthereafter publish weekly reports. Responsible for some level of participation in the hiring and selection of candidates neededfor the production floor from time to time. Responsible for periodically auditing calls along with making detailed notes of observationsfor feedback, as and when needed and to make use of the observations to further improve thetraining process. Conducting coaching sessions with the Trainees one to one and/or in group to help improveperformance. Document training, feedback and coaching sessions with proper sign-offs and recordsmanagement. Maintain supervision and ensure that all company policies are observed and duly followed bythe respective Trainees.Experience Requirement: Proven work experience as a Process or Sales Trainer in a Call Center for a minimum of 6 to9 months Work experience Training or Coaching Telesales employees in a US voice process setting ispreferredSkill Requirement: Knowledge of MS Office suite with proficiency in MS Excel, Word, PowerPoint preferred Good interpersonal, customer service, verbal and written communication skills Positive and patient approach to work with problems/issues Ability to multitask and remain calm under pressure Solid coaching and feedback skills, ability to motivate Trainees Ability to exhibit a very polite, courteous and professional approach at all times