Senior Process Trainer - Call Center (10-15 yrs)

We are hiring for an esteemed client of Innoquest. Looking for a senior process trainer.

Hyderabad | US Shift (7:30 PM - 4:30 AM) | 7+ years of training|

Key Responsibilities:

- Train: Implement, and continuously improve training programs for new hires and existing team members within the Customer Success department.

- Performance Tracking & Improvement: Evaluate the effectiveness of training programs through feedback, assessments, and key performance indicators (KPIs). Use data-driven insights to refine and enhance training processes.

- Customer Success Alignment: Collaborate with the Customer Success leadership team to understand evolving business needs, customer pain points, and call center metrics to tailor training efforts to improve customer satisfaction and retention.

- New Hire Onboarding: Oversee the onboarding training process for new Customer Success team members, ensuring a seamless transition into their roles.

- Ongoing Development: Create continuous learning opportunities for tenured agents to enhance their performance, including refresher courses, skill workshops, and advanced customer service techniques.

- Cross-Functional Collaboration: Work closely with other departments (e.g., Product, Sales, Marketing) to ensure alignment between training programs and company-wide objectives.

- Coaching & Feedback: Provide coaching and feedback to customer success agents, supporting them in real-time to improve their knowledge and customer interactions.

- Maintain Industry Knowledge: Stay up to date with trends and best practices in customer service, call center operations, and training methodologies.

Experience:

- Minimum of 5-7 years in a customer success, call center, or training role, with at least 2-3 years of experience in lead trainer position.

- Proven success in training and developing inbound call center teams or customer-facing teams.

- Strong knowledge of customer success best practices and key performance metrics for call centers.

Skills:

- Excellent verbal and written communication skills.

- Strong leadership and coaching abilities, with a focus on team development.

- Ability to design and deliver impactful training programs for diverse teams.

- Proficient in eLearning platforms, Learning Management Systems (LMS), and MS Office Suite (particularly Excel and PowerPoint).

- Data-driven approach to evaluating training effectiveness and performance metrics.

- Exceptional problem-solving skills and the ability to think critically about training challenges.