Job Title: BPO CSA Trainer (Real Estate Preferred)
Location: Mumbai Malad
Company: Teleperformance
Shift: General Shift
Working Days: 6 Days (1 Fixed Weekly Off)
Notice Period: Immediate to 15 Days
Education: Graduate in any discipline
About the Role
Teleperformance is hiring an experienced CSA Trainer with a solid background in the BPO industry. Candidates with Real Estate process training experience will be given higher preference. The role includes training new and existing Customer Service Associates on communication, process understanding, customer handling, and performance metrics.
Key Responsibilities
- Conduct New Hire Training (NHT) and Refresher Training for CSA teams.
- Deliver sessions on process training, product knowledge, soft skills, call handling, CRM usage, and customer engagement techniques.
- Create, update, and enhance training content, SOPs, and assessments.
- Evaluate trainee performance through tests, role-plays, mock calls, and feedback sessions.
- Provide onfloor coaching to trainees and assist with transition to operations.
- Collaborate closely with Operations, Quality, and HR to identify skill gaps and drive improvement.
- Ensure training aligns with Real Estate customer service standards (if applicable).
- Maintain detailed training reports, attendance, evaluation scores, and daily MIS.
Required Skills & Experience
- 14+ years of experience as a Trainer/Process Trainer in a BPO environment.
- Experience in training for Real Estate processes (Inbound/Outbound/Lead Generation/Customer Support) is highly preferred.
- Excellent communication and presentation skills.
- Strong understanding of BPO metrics such as Quality Scores, CSAT, AHT, and compliance standards.
- Ability to manage training batches and maintain high engagement.
- Strong coaching, mentoring, and feedback delivery abilities.
Work Conditions
- Location: Teleperformance, Malad Mumbai
- Shift: General Day Shift
- Working Days: 6 Days
- Week Off: 1 Fixed Day Off
- Joining: Immediate to 15 Days preferred
Regards,
Charlie HR
7330616341
[Confidential Information]
