Job Description

A BPO trainer is responsible for developing and delivering training programs for employees in call centers and other BPO operations, focusing on soft skills, process knowledge, and client-specific requirements to ensure high-quality customer service. They conduct training sessions, monitor trainee progress, create training materials, and provide ongoing coaching to improve employee performance and meet client expectations.

Key Responsibilities

Curriculum Development:

Designing and modifying training programs, outlines, and materials for new hires and existing employees.

Training Delivery:

Conducting sessions on communication skills, negotiation, process rules, and customer service.

Performance Monitoring:

Tracking and assessing trainee progress through tests, call monitoring, and providing feedback to improve performance.

Process Improvement:

Identifying training needs through analysis and collaborating with operations and quality teams to implement improvement plans.

Content Expertise:

Staying updated on client-specific products, services, regulations, and business rules to provide accurate information to trainees.

On-the-Job (OJT) Support:

Monitoring new hires during their OJT period and providing immediate feedback to ensure their success.

Administrative Tasks:

Handling administrative duties related to training, such as managing attendance and providing progress reports to management.

Skills and Qualities of a BPO Trainer

Strong Communication Skills:

Essential for conducting engaging training sessions and providing clear feedback.

Interpersonal Skills:

Ability to build rapport with trainees and foster a positive learning environment.

Subject Matter Expertise:

Deep knowledge of the BPO process, soft skills, and relevant client operations.

Adaptability:

Ability to work with different learning styles and quickly adapt to new training materials or client requirements.

Analytical Skills:

For assessing training needs and identifying areas for improvement in processes and employee performance.

Enthusiasm and Engagement:

Passion for teaching and motivating trainees to learn and perform effectively.
Job Type: Full-time

Pay: ₹18,141.72 - ₹25,000.00 per month

Benefits:

Health insurance Provident Fund
Work Location: In person