Job Description
Assistant Manager - Training (BPO/ITES)
- A trainer is the one who trains, coaches, and develops skills amongst the new associates & poor performers, to improve their product knowledge, performance and achieve higher customer satisfaction.
- Trainer is expected to maintain expert status in single / multiple lines of business, and will regularly do so by handling routine customer interactions in voice, non-voice environment.
Trainer Duties and Responsibilities:
- Responsible for providing training and education to Customer Service Representatives to ensure they are equipped with the necessary skills to resolve customer issues in a timely manner and meet operational metrics.
- Ensure call qualitative and quantitative standards are observed in meeting customer care needs to drive key performance metrics identified by the business.
- Responsible in supporting the training team by providing training facilitation support and/or administrative assistance to any assigned training class of Customer Service Representatives.
- Work with the class during nesting to help them successfully meet operational targets and transition to becoming full-time production agents.
- Continuously work on improving facilitation skills and training methodology based on feedback and results from previous training classes.
- Continuously review training material and update obsolete concepts and processes
- Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities.
- Other tasks that may be assigned by the supervisor related to the team's responsibilities and objectives
Trainer - Skills:
- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be self-motivator and self-starter
- Excellent facilitation skills
- Exceptional listening skills
- Solid time management skills
- Must be able to effectively deal with internal & external stakeholders
- Creative ability & writing proficiency
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
Trainer - Minimum requirements:
1. 2-3 years of BPO Experience with 6-12 months of experience in training delivery
2. Graduate / 3-year Diploma/PG
3. Excellent verbal, written and interpersonal communication skills
4. Must be proficient with Microsoft Office (Word, Excel, PowerPoint)
5. Excellent presentation skills
6. Good working knowledge of Adult Learning Principles
7. Strong interpersonal, customer service, leadership and motivational skills
8. Highly organized, detail-oriented, patient & action-oriented
Interview process:
1. HR round - personal round & hygiene check
2. Training round - interview & presentation round
3. Language, Aptitude & Excel skills, Excel test , CS aptitude test - MERITTRAC Aptitude Test (Verbal, Analytical & Numerical ability) , English communication test - Versant 4 Skills Essential (Speaking, Listening, Reading, Writing)
4. Client round
- A trainer is the one who trains, coaches, and develops skills amongst the new associates & poor performers, to improve their product knowledge, performance and achieve higher customer satisfaction.
- Trainer is expected to maintain expert status in single / multiple lines of business, and will regularly do so by handling routine customer interactions in voice, non-voice environment.
Trainer Duties and Responsibilities:
- Responsible for providing training and education to Customer Service Representatives to ensure they are equipped with the necessary skills to resolve customer issues in a timely manner and meet operational metrics.
- Ensure call qualitative and quantitative standards are observed in meeting customer care needs to drive key performance metrics identified by the business.
- Responsible in supporting the training team by providing training facilitation support and/or administrative assistance to any assigned training class of Customer Service Representatives.
- Work with the class during nesting to help them successfully meet operational targets and transition to becoming full-time production agents.
- Continuously work on improving facilitation skills and training methodology based on feedback and results from previous training classes.
- Continuously review training material and update obsolete concepts and processes
- Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities.
- Other tasks that may be assigned by the supervisor related to the team's responsibilities and objectives
Trainer - Skills:
- Outstanding customer service skills and dedication to providing exceptional customer care
- Must be self-motivator and self-starter
- Excellent facilitation skills
- Exceptional listening skills
- Solid time management skills
- Must be able to effectively deal with internal & external stakeholders
- Creative ability & writing proficiency
- Ability to multitask and successfully operate in a fast paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
Trainer - Minimum requirements:
1. 2-3 years of BPO Experience with 6-12 months of experience in training delivery
2. Graduate / 3-year Diploma/PG
3. Excellent verbal, written and interpersonal communication skills
4. Must be proficient with Microsoft Office (Word, Excel, PowerPoint)
5. Excellent presentation skills
6. Good working knowledge of Adult Learning Principles
7. Strong interpersonal, customer service, leadership and motivational skills
8. Highly organized, detail-oriented, patient & action-oriented
Interview process:
1. HR round - personal round & hygiene check
2. Training round - interview & presentation round
3. Language, Aptitude & Excel skills, Excel test , CS aptitude test - MERITTRAC Aptitude Test (Verbal, Analytical & Numerical ability) , English communication test - Versant 4 Skills Essential (Speaking, Listening, Reading, Writing)
4. Client round
💡 Quick Summary
Seeking a career-building opportunity? The Netaps Foundation | Assistant Manager | BPO Training position is now open for candidates interested in the BPO Jobs sector. This role in Delhi offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
