BPO Trainer

Company Description

We are hiring for the post of BPO Trainer for an Indian multinational technology company that provides IT services, consulting, and business process services. It is a leader in the Indian IT market and is one of the six leading Big Tech companies in India. Minimum of 2-3 years of Experienced Candidate is required.

Role Description

This is a full-time on-site role for a BPO Trainer located in Hyderabad. The BPO Trainer will be responsible for conducting training sessions, developing training materials, evaluating training effectiveness, and providing feedback to employees. The role also involves coordinating with BPO managers to address training needs and enhance employee performance.

• Looking for Immediate Joiners

• Work from Office (Hyderabad)

• Education: Graduate (Mandatory)

• Experience: Minimum 2-3 years in the BPO sector & min 1 year experience as a Trainer is a must

• Shift : Rotational shift (should be flexible)

• Budget: Upto 7 LPA (Based on the interview)

Skills Required:

• Structure on-boarding training requirements, Pre Process, Process, customer Visits etc
• Ensure all new employees go through the defined new hire learning path for their respective roles in the account
• Participate & Lead the KA and KT activities for the transition account and work with the client and stakeholders to Ensure that processes knowledge is documented and transferred to the operations team
• Support new hires during OJT and go-live
• Manage/provide refresher and remedial training for existing employees
• Maintain trainee data and information in the central repository to Ensure audit readiness
• Generate training reports from time to time
• Provide feedback and coaching to analysts on the floor
• Analyse training need for employees, single point of contact for the account for any training requirements
• Responsible for adhering to training guidelines defined by the BU training Function
• Responsible to work with operations to bridge gaps during training
• Provide pro-active training intervention / guidance to leadership targeting metric / business impact

Behavioral Skills:

• Highly self-motivated to deliver Training and maintain high standards in both quantity and quality

• High energy level and personal resilience

• Integrity and desire to comply with all legal and moral standards

• Service and quality oriented as well as customer focused

Roles & Responsibilities:

• Proficient with MS-Office (Word, Excel, power point)
• Should be acquainted with the communication nuances of the local audience – possible kinds of errors that one would expect in the location
• Excellent spoken and written Communication Skills. Has to have a good understanding of functional Grammar and MTI
• Needs to have strong training ability
• Good rapport building skills, extremely methodical and organized
• Feedback and Coaching skills
• Good analytical ability
• Good reading / learning, researching – Skills
• Demonstrated Customer Service Skills
• Train agents on understand customer products, services and deliver training to the Agents
• Drive Mock sessions/role play to enhance agent skills
• Identify process pain points, run root cause analysis and recommend process improvement
• Coach and counsel agent wherever needed
• Document the training reports / trackers
• Report of Quality performance and reports during Training to gauge agents knowledge base
• Continuously contribute towards process improvement
• Responsible for working with the team members on their performance improvement plan and ensure the improvement basis the agreed timelines

Qualifications

• Training and Development skills
• Excellent communication and presentation skills
• Experience in BPO operations and processes
• Knowledge of instructional design principles
• Ability to assess training needs and develop appropriate training programs
• Strong leadership and mentoring abilities
• Certification in Training and Development is a plus

Interested candidates can drop their resume at rima@globalitsolutions.net.in or dm