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 great communication and presentation skills so as to be able to
effectively communicate with the Trainees and also outstanding 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
coach them basis the needs identified.
Keep track of and publish daily reports with regard to trainees in the training batch, and
thereafter publish weekly reports.
Responsible for some level of participation in the hiring and selection of candidates needed