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
• Solid communication, facilitation, and coaching skills
• Ability to manage training batches and performance metrics
• Immediate joiners preferred Why Join Us? Competitive salary incentives Career growth in international BPO training Exposure to US process operations Dynamic work culture Apply Now Contact HR Sam Directly
• Call/WhatsApp: (phone hidden) / (phone hidden)
• Email:
[email protected] | sam.
[email protected] This job is provided by Shine.com
📌 Process Trainer (Navi Mumbai)
🏢 GLOBAL SERVICES
📍 Navi Mumbai