Process Trainer - Telecom Inbound

Overview

We are seeking a skilled Process Trainer specializing in Telecom Inbound customer support functions, based in Indore. This full-time role involves managing comprehensive training programs for new hires and ongoing employee development within a domestic BPO setting.

Key Duties

• Lead New Hire Training batches focused on Telecom Inbound processes.
• Deliver training covering processes, product knowledge, soft skills, and customer service excellence.
• Facilitate practical exercises including mock calls, role plays, and conduct assessments.
• Organize refresher and upskilling programs aligned with evolving business needs.
• Analyze agent performance to identify training requirements through TNI/TNA methodologies.
• Provide coaching and mentoring to underperforming agents to enhance productivity.
• Maintain accurate training documentation such as reports, attendance records, and assessments.
• Collaborate with Operations and Quality teams to stay updated on process changes.
• Ensure trainees meet certification standards and performance benchmarks before progressing to live operations.

Candidate Profile

• Graduate degree in any discipline.
• Minimum of 2 years experience as a Process Trainer within domestic voice-based BPO processes.
• Preferably experience in telecom domain processes.
• Exceptional communication, facilitation, and presentation abilities.
• Proficient in MS Excel, PowerPoint, and training documentation tools.
• Well-versed with New Hire Training, Refresher Sessions, Training Needs Identification and Analysis, On-the-Job Training, and performance coaching techniques.

Additional Details

• Candidate should preferably be available for immediate joining or have a short notice period.
• Willingness to work in rotational shifts within a six-day work week.