Job Summary
Responsibilities:
●
Training Delivery:
○
Conduct engaging and interactive training sessions for new hires and existing employees, covering topics such as product/service knowledge, customer service skills, communication techniques, and BPO processes.
○
Facilitate classroom training, on-the-job training, and virtual training sessions.
○
Adapt training delivery methods to cater to diverse learning styles and ensure effective knowledge transfer.
○
Monitor and evaluate trainee performance during training sessions, providing constructive feedback and coaching.
Key Responsibilities
Training Development:
○
Develop and maintain training materials, including presentations, manuals, job aids, and e-learning modules.
○
Design and implement training programs based on identified needs and performance gaps.
○
Collaborate with subject matter experts (SMEs) to ensure training content is accurate and up-to-date.
○
Utilize various training methodologies and tools to create engaging and effective learning experiences.
●
Performance Monitoring and Reporting:
○
Track and analyze training effectiveness through assessments, evaluations, and performance metrics.
○
Generate regular reports on training outcomes and identify areas for improvement.
○
Provide feedback to management on trainee performance and training program effectiveness.
○
Conduct Knowledge Tests and proficiency assessments.
●
Process Improvement:
○
Identify opportunities to improve training processes and methodologies.
○
Stay updated on industry best practices and emerging training trends.
○
Contribute to the development of training policies and procedures.
●
Quality Assurance:
○
Ensure that trainees are adhering to quality standards and BPO policies.
○
Train on call monitoring and quality evaluation.
○
Assist in calibration sessions.
Skill Requirements
Qualifications:
●
2-3 years of proven experience as a Trainer in a O2C environment.
●
Strong understanding of O2C processes, customer service principles, and call center operations.
●
Excellent communication, presentation, and facilitation skills.
●
Ability to develop and deliver engaging training materials and sessions.
●
Proficiency in using training tools and technologies, including MS Office Suite and e-learning platforms.
●
Strong organizational and time management skills.
●
Ability to work independently and as part of a team.
●
Strong problem-solving and analytical skills.
●
Bachelor's degree preferred.
●
Experience with Learning Management Systems (LMS) is a plus.
●
Experience training on CRM tools is a plus