Job Description

A trainer is the one who trains, coaches, and develops skills amongst the new associates & poor performers, to improve their product knowledge, performance and achieve higher customer satisfaction. Trainer is expected to maintain expert status in single / multiple lines of business, and will regularly do so by handling routine customer interactions in voice, non-voice environment. Trainer Duties and Responsibilities

• To train new hires on product, process and customer handling skills

• Maintain batch reports and measure effectiveness post 30 days of conducting refresher

• Complete daily tracking, including end of day course evaluation and trainee assessments

• Research product information for each account assigned by attending team meetings and periodic calibrations sessions, side by side observations, and call monitoring for training department purposes

• Maintain updated course and training evaluations for management review

• Acts as subject matter expert in multiple lines of business

• Gathers documents and distributes clear information from updates received by corporate training and the client

• Attends regular Training and Quality meetings, responds to emails and phone calls to insure all program information is up to date and documented

• Coordinates efforts with the Quality Team to assist in the quality improvement process of the agents via TNIs and refresher sessions

• Participates in calibration meetings with the Client, QA and Results management team to ensure information being trained is up-to-date

Trainer - Skills

• Outstanding customer service skills and dedication to providing exceptional customer care
• Must be self-motivator and self-starter
• Excellent facilitation skills
• Exceptional listening skills
• Solid time management skills
• Must be able to effectively deal with internal & external stakeholders
• Creative ability & writing proficiency
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed

Trainer - Minimum requirements

• 2-3 years of BPO Experience with 6-12 months of experience in training delivery

• Graduate / 3-year Diploma

• Excellent verbal, written and interpersonal communication skills

• Must be proficient with Microsoft Office (Word, Excel, PowerPoint)

• Excellent presentation skills

Key Skills
process training, Communication Skills, Domestic BPO, presentation skills, Training Management, Leadership, Skills monthly reports, Process Training, Process Trainer