Position: Process Trainer – Operations (Voice)
Operations: Telesales Voice (Inbound & Outbound)
Client Geography: United States
Work Shift: Night Hours (IST)
Work Location: Mahape, Navi Mumbai
Role Type: Full Time – Permanent
Position Reports to: Manager
Brief:
We are looking for a skilled Process Trainer – Voice Operations who can train, and consistently coach our telesales employees, both existing and new hires, to help bring increased production performance. The Process Trainer will routinely participate in the hiring or selection of candidates for
production. You should have outstanding communication and presentation skills so as to be able to effectively communicate with the Trainees and also great interpersonal, and customer service skills along with some experience of implementing best practices and a good understanding of coaching
employees with empathy leading to increased performance.
Responsibilities:
Train fresh new hires selected for respective client campaign(s) on all items related to product, process, Telesales,
telephone etiquettes and other Call Center requirements.
Identify training needs for existing employees of select campaign(s) and conduct periodic training 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 to ensure maximum training efficiency at all times.
Strong focus on quality assurance and compliance requirements as needed for select client campaign(s).
Handle customer inquiries, and other customer calls periodically in order to stay in close contact with reality and understand the actual issues encountered by the employee(s) on the production floor, and to thereby make use of the learnings to further improve the overall training process.
Develop and conduct simulation tests, and other forms of assessments to evaluate trainees and existing employees on a periodic basis and to identify knowledge gaps; and thereafter coac