Trainer

A1 to A2
• Average PMI (last 6 months)/PMS rating 3 and above
• Min 1 year in current role
• No Warning Letter issued in the past 3 months
• E-learning mandatory courses certified wherever applicable

Job Summary:
As a Trainer, employees will play a critical role in ensuring that our customer service representatives are well prepared to deliver outstanding service to our clients. Trainers will be responsible for designing and conducting training programs, developing training materials, and monitoring the progress of trainees. Trainer’s primary objective will be to equip our employees with the skills and knowledge needed to excel in a BPO environment.
Key Responsibilities:
• Training Program Development:
• Design, develop, and update training programs to address the specific needs and objectives of the BPO industry.
• Create engaging training materials, presentations, and manuals.
• Training Delivery:
• Conduct training sessions for new and existing customer service representatives.
• Use a variety of training methods, including classroom instruction, e learning, and on-the-job training.
• Ensure that trainees understand and adhere to company policies and procedures.
• Assessment and Evaluation:
• Administer regular assessments to measure trainee knowledge and skills.
• Provide constructive feedback and support to trainees to help them improve.
• Continuously evaluate the effectiveness of training programs and make necessary adjustments.
• Performance Monitoring:
• Monitor the performance of customer service representatives after training to identify areas for improvement.
• Provide additional coaching and support to struggling employees.
• Industry Knowledge:
• Stay up-to-date with industry trends and best practices in BPO to ensure training materials remain relevant.
• Documentation:
• Maintain accurate records of training sessions, attendance, and assessments.
• Prepare reports and analyses to track the progress and effectiveness of training programs.
• Team Collaboration:
• Collaborate with the Training Manager and other trainers to align training programs with company goals and objectives.
• Assist in the development of a strong training culture within the organization.
Qualifications:
• Graduate or Higher Secondary qualified.
• At Least 1 year of experience as customer support representative
• Proven experience in training and development, including curriculum design and delivery (Working as Aux Trainer or SME will be added advantage)
• Strong communication and presentation skills.
• Excellent interpersonal skills and the ability to work effectively with a diverse group of trainees.
• Proficiency in using training software and tools.
• Ready to work in rotational shifts.

Graduation