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 3-5 years of Experienced Candidate is required.

Role Description

This is a full-time on-site role for a BPO Trainer located in the Kolkata metropolitan area. 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 (Kolkata)

• Education: Graduate (Mandatory)

• Experience: Minimum 3-5 years in the BPO sector & min 1 year experience as a Trainer is a must

Medical BPO experience will be an added advantage

• Shift : Rotational shift (should be flexible)

• Budget: Upto 7-9 LPA (Based on the interview)

Essential Hiring Skills:

• Excellent communication skills –Grammar, Punctuation and Spellings (R, W, S)

• Experience in Order Management, Logistics, Contact center, MDM related process and delivering training to a team working in Medical environment

• Ensures achievement of all system, team and individual Customer and standards

• Manages Key performance indicators

• Maintain complete knowledge of all service tasks and programs, as well as system and products

• Responsible for administrative aspects including reporting

• Superior communication (oral, written), presentation, and interpersonal skills

• Demonstrated ability to develop and implement process enhancements and performance

• Ability to plan, prioritize, organize and communicate with Delivery organization

• Experienced in goal-setting (defining and prioritizing specific, driving objectives)

Technical skills

• Familiarity of MS office tools, outlook, internet

• Good knowledge of computer handling and applications (E.g. Salesforce, Oracle R12, MDM, Service Now etc.)

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

Responsibilities

• 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
• Bachelor's degree in Human Resources, Business Administration, or related field
• Certification in Training and Development is a plus

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