Job Description

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.
• 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

Other Requirements

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