Process Trainer

Role & responsibilities

Plans, conducts, coordinates and implements a comprehensive training program for staff. Training components will be geared toward new hires, existing staff and individuals who seek one-on-one assistance.

Client Interaction. Understanding the requirement of the Clients and training the team accordingly.

Ensuring Improvement of Quality Scores of Employees

Well versed with A.H.T, NPS, SLAs, Abandon rate/percentage, Attrition, Utilization, Shrinkage, etc.

Manage & Drive a team of call center representatives

Making Reports and Presentations

Responsible for supervising, managing and motivating team members.

Should be efficient to plan & achieve daily team targets

Assist team members on process related issues

Ensure retention of team members

Preferred candidate profile

• Training and Development: Experience in conducting and managing training programs.
• Client Management: Ability to understand and align with client requirements.
• Call Center Operations: Knowledge of AHT, SLAs, NPS, and other KPIs.
• Team Management: Supervising and motivating team members to achieve targets.
• Communication: Strong verbal and written communication skills.
• Presentation Skills: Expertise in creating and delivering reports and presentations.
• Customer Service: Prior experience in customer service roles is a plus.
• Problem-Solving: Assisting team members with process-related challenges effectively.