Should have training or sales training background with at least 2-3 years of experience minimum
Prior BPO experience as a Trainer would be an added advantage.
Experience in education or the health industry would be an added advantage
Knowledge of learning and development trends and best practices will be an added plus
Excellent presentation skills
Excellent written & spoken communication skills Expert in Word, PPT, Excel tools & MIS, and data management
Curiosity to learn and leverage new learning tools, systems, or methods of working
Prior experience in LMS would be an added advantage
Multiple Regional language abilities would be an added advantage
Role Expectations:
At scale, every trainer will be assigned to 4-5 businesses at a time and will report to a Training Manager.
Process trainers will own agent performance ( Definition of Performance: Quality and Conversion of the Agents ) in a business assigned to them
A trainer should dedicate time to listening to call recordings, updating scripts and other process materials etc, to keep on continuously improving the sales outcomes from the campaign
Should be able to look at numbers/ data on dashboards and track and manage the performance of their agents
Responsibilities:
Collaborate with cross-functional teams to ensure training material / content quality and accuracy
Review the performance on dashboards and share feedback with the agents, coach them on a regular basis, and recommend improvements in the product and process
Drafting and making necessary updates to training material (product deck, call script, FAQs, etc)
Work with the content team to help validate the documents based on absorbance and feedback from the trainees
Keep updated with relevant information on customers' products and processesÂ
Shadow agents to stay up to date with internal app/web-app product/process changes and challenges
Provide insights and instant feedback for correction and keep an eye on potential quality issues
Update details such as Training MIS, Training Calendar, Dashboard, etc. for all your training sessions on a regular and timely basis
Utilize effective training activities like role plays, discussions, and mock/practice calls to strengthen the agents' skills
Attend calibration sessions with the customer and other team members/ stakeholders from time to time, to obtain feedback on your process and decide on an action plan to improve/mitigate the same
Perform other tasks requested by the manager to reach team objectives or the company's objectives based on current needs
Logistics
Compensation: 3.5 -5 LPA. ( initially on a contractual basis for the first 6 months and then will be absorbed into direct payroll basis performance )
