Process Trainer (Inbound/Outbound)

1-4 Years

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Job Description

Basic process metrics management like Throughput, FAP, C-SAT scores, Call quality scores, Product test scores etc. as defined for his level
Agent level feedback for quality and product
Reporting basic escalation to supervisor
Must have managed BQM, refreshers, calibration, NHT, TNA, TNI, OJT & mock calls
Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel), and instructional software
Good interpersonal skills and communication with all levels of management
Organized and able to create multiple timelines, budgets, and schedules
Able to multitask, prioritize, and manage time efficiently
Excellent leadership, team building, and management skills
Encouraging to team and staff, able to mentor and lead
Excellent verbal and written communication skills
Able to analyze problems and strategize for better solutions
Process and product awareness
Industry and domain knowledge
Team Handling/Interpersonal Skills
Customer's centricity