Gurugram, Haryana
Job Summary
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Key Responsibilities

Training Delivery: Conduct engaging and interactive training sessions for recent hires and existing employees, covering topics such as product/service knowledge, customer service skills, communication techniques, and BPO processes. Facilitate classroom training, on-the-job training, and virtual training session

Adapt training delivery methods to cater to diverse learning styles and ensure

effective knowledge transfer.

Monitor and evaluate trainee performance during training sessions, providing

constructive feedback and coaching.

Training Development:
Develop and maintain training materials, including presentations, manuals, job

aids, and e-learning modules.

Design and implement training programs based on identified needs and

performance gaps.

Collaborate with subject matter experts (SMEs) to ensure training content is

accurate and up-to-date.

Utilize various training methodologies and tools to create engaging and effective

learning experiences.

Performance Monitoring and Reporting:
Track and analyze training effectiveness through assessments, evaluations, and

performance metrics.

Generate regular reports on training outcomes and identify areas for

improvement.

Provide feedback to management on trainee performance and training program

effectiveness.

Conduct Knowledge Tests and proficiency assessments.

Process Improvement:




Identify opportunities to improve training processes and methodologies.

Stay updated on industry best practices and emerging training trends.

Contribute to the development of training policies and procedures.

Quality Assurance:
Ensure that trainees are adhering to quality standards and BPO policies.

Train on call monitoring and quality evaluation.

Assist in calibration sessions.

Skill Requirements

2-3 years of proven experience as a Trainer in a O2C environment.

Strong understanding of O2C processes, customer service principles, and call center

operations.

Excellent communication, presentation, and facilitation skills.

Ability to develop and deliver engaging training materials and sessions.

Proficiency in using training tools and technologies, including MS Office Suite and elearning platforms.

Strong organizational and time management skills.

Ability to work independently and as part of a team.

Strong problem-solving and analytical skills.

Bachelor's degree preferred.

Experience with Learning Management Systems (LMS) is a plus.

Experience training on CRM tools is a plus

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