Responsibilities:

To train & coach new recruits on the floor, to design and deliver training programs specializing in current process and new process(s) as per the business requirement.
To be cross skilled in other LOBs of the business as per requirements
To support the business by maintaining suggested/ required login hours
To deliver New Hire Training to the new employees following company/client training Manuals
To gauge the post training performance of agents trained for 0-90 days period.
To be responsible for Process Training Yield
To evaluate and provide feedback to the training manager on amendments to the training material.
To analyze the training needs, design and deliver appropriate programs and evaluate their success.
Trainers to regularly practice process to stay updated and ensure they are calibrated internally with other trainers and externally with clients.
To provide feedback to consultants on the quality of their work in line with Company policies and procedures
To seek feedback proactively, from all staff, from all departments

Critical Competencies:

Skills and Qualifications:

Experience: Minimum 3-5 years BPO experience in account management, preferably in E-Commerce industry and/or relevant business functions, including a minimum of 1 year experience as a trainer.
Graduate from a recognized university
Skills: Advanced leadership, strategic thinking, strong analytical skills and presentation skills.
Excel Proficiency: Advanced knowledge of Excel for data analysis and reporting
Knowledge: In-depth understanding of account management processes and tools. Deep understanding of E-Commerce industry and/or relevant function is a must.

Process Trainer