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Job Summary:
We are looking for a dynamic and experienced Trainer to join our voice process team in the
BPO domain. The ideal candidate will be responsible for delivering effective training
programs to new hires and existing agents, enhancing communication skills,
product/process knowledge, and overall service quality. This role plays a key part in
improving customer satisfaction by ensuring agents are well-prepared and confident in
handling voice interactions.
Key Responsibilities:
Conduct new hire training (NHT) sessions focused on voice process, communication,
product/process knowledge, and soft skills.
Design, update, and maintain training content, manuals, and modules.
Assess trainee performance through assessments, mock calls, and feedback sessions.
Coordinate with operations, QA, and HR teams to identify training needs and plan
refreshers/upskilling sessions.
Maintain training MIS, attendance, and feedback reports.
Conduct floor support/mentoring for new batches during their nesting period.
Continuously evaluate the effectiveness of training and implement improvements.
Stay updated on client updates, product changes, and quality standards.
Skills Needed:
4+ years of experience in BPO, with at least 2 years in a trainer/facilitator role (voice
process).
Excellent communication, presentation, and facilitation skills.
Strong knowledge of call center operations and customer service best practices.
Proficiency in using MS Office tools (Excel, PowerPoint, Word).
Ability to manage time effectively and handle multiple batches or programs.
Experience in training for international voice processes (US/UK/AUS).
Knowledge of adult learning principles and training methodologies.
Certification in Training & Development (e.g., Train-the-Trainer, Dale Carnegie
preferred).
Exposure to Learning Management Systems (LMS) or e-learning tools.
HireAtEase is a fast growing, new age IT recruitment organisation, highly focused on utilising the potential of technology and human intellect to provide powerful recruitment solutions to enterprises. We make it our highest priority to understand our customer's enterprise and its resource needs, and help candidates to explore their career interests. Thus we offer recruitment solutions which are tailor-made for the business needs of enterprises and are completely aligned with the career goal of the candidates.
At HireAtEase, our prior experience in IT product firms helps us understand product development life cycles, all associated human resource aspects and organizational and business dynamics. We comprehend all personality traits that IT product organizations seek in prospective resources.
Job ID: 126076905
