About Us
unifyCX ( www.unifycx.com ) is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centres, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.
At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.
UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Job Summary
We are looking for a dynamic and experienced
Trainer to join our 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/nonvoice interactions.
Key Responsibilities
- Take up Soft Skills training for the new hires as well as the floor agents
- Take up process training for the new hires as well as the floor agents
- Provide assistance to the new hires during OJT
- Review and document performance of the trainees during the training sessions
- Provide regular feedback to new hires on their performance during training and on the floor
- Follow up on the performance of the new hires once they hit the floor
- Prepare technical documents and Soft skills related documents
- Prepare pre-defined scripts proactively for certain tricky situations and when requested by other stakeholders
- Review the chats/tickets handled by the agents and provide feedback
Skills Needed
- 3+ years of experience in BPO, with at least 2 years in a trainer/facilitator role
- 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.
Good Spoken And Written Communication Skills
- Should have a flair for training and coaching
- Good technical knowledge
- Good presentation skills
- Good track record in Customer service
- Good knowledge on MS Excel and PowerPoint presentation
- Good analytical skills
- Good listening and reading comprehension skills
- Should be a team player
- Good learning skills
- Should be flexible and responsible
- Should be patient and focused
- Should be ready for extra mile efforts
