We are looking for an experienced BPO Trainer to develop and deliver training programs for customer service associates. The candidate will be responsible for new hire training, refresher sessions, process training, and ensuring employees meet performance and quality standards.
Key Responsibilities
- Conduct current hire induction and process training.
- Deliver product, process, communication, and soft skills training.
- Identify training needs through performance analysis.
- Conduct refresher training sessions to improve productivity and quality.
- Monitor trainee progress and provide feedback.
- Prepare training materials, presentations, and assessments.
- Evaluate training effectiveness and maintain training records.
- Collaborate with Operations and Quality teams to address performance gaps.
- Ensure adherence to company policies and process guidelines.
Requirements
- Graduate in any discipline.
- Minimum 1-3 years of experience as a Trainer in the BPO industry.
- Excellent verbal and written communication skills.
- Strong presentation and facilitation skills.
- Good knowledge of customer service operations.
- Proficiency in MS Office (Excel, PowerPoint, Word).
- Ability to handle batches and engage large groups effectively.
Preferred Skills
- Voice & Accent Training
- Soft Skills Training
- Stakeholder Management
- Coaching & Mentoring
- Performance Improvement
- Content Development