Job Description

A trainer is the one who trains, coaches, and develops skills amongst the new associates & poor performers, to improve their product knowledge, performance and achieve higher customer satisfaction. Trainer is expected to maintain expert status in single / multiple lines of business, and will regularly do so by handling routine customer interactions in voice, non-voice environment. Trainer Duties and Responsibilities 1. To train new hires on product, process and customer handling skills 2. Maintain batch reports and measure effectiveness post 30 days of conducting refresher 3. Complete daily tracking, including end of day course evaluation and trainee assessments 4. Research product information for each account assigned by attending team meetings and periodic calibrations sessions, side by side observations, and call monitoring for training department purposes 5. Maintain updated course and training evaluations for management review 6. Acts as subject matter expert in multiple lines of business 7. Gathers documents and distributes clear information from updates received by corporate training and the client 8. Attends regular Training and Quality meetings, responds to emails and phone calls to insure all program information is up to date and documented 9. Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents via TNI\xe2\x80\x99s and refresher sessions 10. Participates in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date Trainer - Skills \xc3\x98 Outstanding customer service skills and dedication to providing exceptional customer care \xc3\x98 Must be self-motivator and self-starter \xc3\x98 Excellent facilitation skills \xc3\x98 Exceptional listening skills \xc3\x98 Solid time management skills \xc3\x98 Must be able to effectively deal with internal & external stakeholders \xc3\x98 Creative ability & writing proficiency \xc3\x98 Ability to multitask and successfully operate in a fast paced, team environment \xc3\x98 Must adapt well to change and successfully set and adjust priorities as needed Trainer \xe2\x80\x93 Minimum requirements 1. 2-3 years of BPO Experience with 6-12 months of experience in training delivery 2. Graduate / 3-year Diploma 3. Excellent verbal, written and interpersonal communication skills 4. Must be proficient with Microsoft Office (Word, Excel, PowerPoint) Excellent presentation skills Job Type: Full-time Salary: 98,197.87 - 937,642.21 per month Schedule:

• Day shift

Ability to commute/relocate:

• Delhi, Delhi: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor\'s (Preferred)

Experience:

• Staff training: 1 year (Required)
• total work: 3 years (Required)
• BPO: 2 years (Required)

Language:

• English (Preferred)

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