Job Summary

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Key Responsibilities

- Training Delivery: Conduct engaging and interactive training sessions for new 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.

- Robust 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

Must Have Skill

Accounting/Month End Activities,Billing/Invoicing,Data Analytics And Business Intelligence,Customer Focus

Good to Have Skill

Other Requirements

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📌 Analyst - Billing/Invoicing (India)
🏢 HCLTech
📍 India