Flow Ethical Credit Management
Location
Secunderabad | India
Job description
As the BPO Trainer at FLOW, you will play a pivotal role in ensuring the continuous growth and development of our collections call center agents. Your primary responsibility will be to design, deliver, and assess training programs that equip our agents with the necessary skills and knowledge to effectively handle collections calls and provide exceptional customer service. You will collaborate with the Operations Managers, and Quality Assurance team to identify training needs, create engaging training materials, and ensure consistent learning outcomes.
KEY RESPONSIBILITIES :
TRAINING DESIGN AND DEVELOPMENT :
- Collaborate with the Operations Head & team to identify training needs and gaps.
- Design, update, and enhance training modules that cover various aspects of collections call handling, communication skills, negotiation techniques, compliance, and customer empathy.
- Develop training materials, including presentations, case studies, role-play scenarios, and assessments.
TRAINING DELIVERY :
- Facilitate engaging and interactive training sessions for new and existing collections call center agents.
- Conduct training programs through workshops, classroom sessions, webinars, and other relevant formats.
- Utilize a variety of training methods and techniques to accommodate different learning styles.
ONBOARDING AND INDUCTION :
- Ensure smooth onboarding of new collections agents by delivering orientation sessions that introduce them to the company culture, policies, and procedures.
- Provide comprehensive training on the use of call center tools, software, and systems.
SKILL ENHANCEMENT :
- Conduct regular training sessions to enhance agents communication skills, active listening, negotiation abilities, and problem-solving capabilities.
- Monitor and evaluate agents performance during training to identify areas for improvement.
COMPLIANCE AND REGULATORY TRAINING :
- Deliver training on relevant banking regulations, data privacy laws, and industry compliance standards.
- Ensure that agents are well-informed about legal and ethical requirements pertaining to collections calls.
PERFORMANCE MONITORING AND FEEDBACK :
- Provide constructive feedback to agents based on training assessments, role-plays, and simulations.
- Collaborate with Quality Assurance to track agents performance post-training and address any recurring issues.
TRAINING EVALUATION AND CONTINUOUS IMPROVEMENT :
- Assess the effectiveness of training programs through feedback, metrics, and post-training evaluations.
- Continuously update training content to align with industry trends, best practices, and changing business needs.
QUALIFICATIONS :
- Bachelors degree in Business, Communication, or a related field (Masters degree preferred).
- Proven experience as a BPO Trainer or in a similar training role within the banking or financial services sector.
- Excellent verbal and written communication skills in English.
- Strong knowledge of collections call center operations, banking products, and regulations.
- Familiarity with adult learning principles and instructional design methodologies.
- Proficiency in using training tools, e-learning platforms, and multimedia resources.
- Ability to adapt to a dynamic and fast-paced environment.
- Exceptional interpersonal skills and the ability to motivate and inspire learners.
Job tags
Salary
