About the Role: We are seeking an experienced Process Trainer Inbound US Process to deliver training excellence and drive performance in our international voice operations.
Key Responsibilities (KRA)
- Conduct new hire and refresher training for inbound US process teams
- Ensure smooth transition from training to production
- Collaborate with operations and quality teams for performance improvement
- Drive employee engagement and skill development
Key Performance Indicators (KPI)
- Training Effectiveness Posttraining assessment scores above 85%
- Attrition Control Training batch attrition kept under 10%
- Shrinkage Management Maintain shrinkage at 25% or lower
- AHT (Average Handle Time) Ensure trainees achieve 5.5 minutes AHT
- CSAT (Customer Satisfaction) Maintain 85%+ scores posttraining
- FCR (First Call Resolution)
Achieve 75%+ resolution in first contact
- SLA Compliance 80% calls answered within 20 seconds
Requirements
- Minimum 1 year experience as a Process Trainer in International Voice Process
- Strong communication, facilitation, and coaching skills
- Ability to manage training batches and performance metrics
- Immediate joiners preferred
Why Join Us? Competitive salary incentives Growth opportunities in international BPO training Exposure to US process operations Dynamic work culture
Apply Now Contact HR Sam Directly
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- Email:
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This job is provided by Shine.com
📌 Process Trainer (Inbound US Process) (Navi Mumbai)
🏢 GLOBAL SERVICES
📍 Navi Mumbai