WM

Aug'25 - Trainer - India Supervisor, Business Services

WM  •  State of Haryāna, IN (Onsite)  •  2 hours ago
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Job Description

Job Title: BPO Trainer International Calling Process

We are looking for an experienced BPO Trainer to join our International Calling Process. The ideal candidate will have 4-7 years of experience in training within an international BPO environment. The candidate will be responsible for delivering high-impact training programs, enhancing employee performance, and ensuring operational excellence through effective learning interventions.

Key Responsibilities

  • Deliver new hire, process, product, communication, and customer service training for the International Voice Process.
  • Conduct Voice & Accent, Soft Skills, and Behavioral Training sessions.
  • Design, develop, and update training content, presentations, and learning materials.
  • Conduct refresher and upskilling training based on quality and performance requirements.
  • Assess trainee performance through evaluations, certifications, and mock calls.
  • Provide on-floor coaching and continuous feedback to improve agent performance.
  • Partner with Operations, Quality, and HR teams to identify training needs and implement learning solutions.
  • Monitor training effectiveness through performance metrics and prepare MIS reports.
  • Ensure adherence to company policies, quality standards, and process compliance.
  • Drive continuous learning initiatives to improve customer experience and operational performance.

Eligibility Criteria

  • Education: Graduate (Mandatory)
  • Experience:4-7 years as a Trainer in an International BPO/Voice Process.
  • Excellent verbal and written English communication skills.
  • Strong presentation, facilitation, and coaching abilities.
  • Proficiency in Microsoft Office (Excel, PowerPoint, and Word).


Preferred Skills

  • International Voice Process Training
  • Voice & Accent Training
  • Soft Skills Training
  • Customer Service Excellence
  • Coaching & Mentoring
  • Adult Learning Methodologies
  • Training Need Analysis (TNA)
  • Performance Improvement
  • Stakeholder Management
  • Excellent Communication & Presentation Skills
  • Location: Gurgaon
  • Employment Type: Full-Time
  • Work Mode: Work From Office
  • Shift: 24×7 Rotational Shifts
  • Experience: 4-7 Years
  • Education: Graduation (Mandatory) Role & responsibilities
WM

About WM

WM is North America's leading provider of integrated environmental solutions. We partner with our customers and communities to manage and reduce waste from collection to disposal while recovering valuable resources and creating clean, renewable energy. We are on a quest for environmental performance, a mission to maximize resource value, while minimizing – and even eliminating – environmental impact so that both our economy and our environment can thrive.

WM tailors its services to meet the needs of each customer group and to ensure consistent, superior service at the local level. Headquartered in Houston, the company serves nearly 20 million municipal, commercial, industrial, and residential customers through a network of 367 collection operations, 355 transfer stations, 273 active landfill disposal sites, 16 waste-to-energy plants, 104 recycling plants, and 111 beneficial-use landfill gas projects.

Industry
Consulting & Advisory
Company Size
10,000+ employees
Headquarters
Houston, Texas
Year Founded
Unknown
Website
wm.com
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