Designation: Process Trainer

Experience: 5-8 Years

Roles and Responsibilities

- Handling End to End Process Training for New Hire Team as per the client need and requirement.

- Well versed in training the objection handling calls.

- Handling the refresher training for existing team players.

- Ensuring process training with the Modules & PPT(s) prepared before the training starts.

- Handling the mock calls & barging live calls before/ post-handover is done to the process Head.

- Mock calls and feedback sessions.

- Prepare training materials such as outlines, text, and ppts. and present information, using a variety of instructional techniques and formats also develop alternative training methods if expected improvements are not seen.

- Training on rebuttal(S)/strategies.

- Be the point of contact to maintain all the process changes, process documents and later train the teams on any changes.

- Develop, Tweak and Maintain training procedure manuals, training content and guides, and course materials.

- Collate the training results and documentation of the same to present the agent's performance to the HOD & Senior Management weekly/monthly.

- Ensuring result oriented & improvement programs for existing team players.

Qualifications:

- Trainer should have handled & trained the teams (Domestic BPO).

- Need to have excellent communication & presentation skills.

- A minimum of 4 years' experience as a process/sales trainer.

- Ability to meet or exceed Performance Competencies.