PROCESS TRAINER | Shay

Position: Process Trainer – Operations (Voice)

Operations: Telesales Voice (Inbound & Outbound)

Client Geography: United States

Work Shift: Night Hours (IST)

Work Location: Mahape, Navi Mumbai

Role Type: Full Time – Permanent

Position Reports to: Manager

Brief

We are looking for a skilled Process Trainer – Voice Operations who can train, and consistently coach our telesales employees, both existing and new hires, to help bring increased production performance. The Process Trainer will routinely participate in the hiring or selection of candidates for

production. You should have great communication and presentation skills so as to be able to effectively communicate with the Trainees and also great interpersonal, and customer service skills along with some experience of implementing best practices and a good understanding of coaching

employees with empathy leading to increased performance.

Responsibilities

 Train fresh new hires selected for respective client campaign(s) on all items related to product, process, Telesales, telephone etiquettes and other Call Center requirements.

 Identify training needs for existing employees of select campaign(s) and conduct periodic training sessions in order to help improve the overall performance of the campaign.

 Develop and constantly improve and update Process and Sales training modules, in order to ensure maximum training efficiency at all times.

 Strong focus on quality assurance and compliance requirements as needed for select client campaign(s).

 Handle customer inquiries, and other customer calls periodically in order to stay in close contact with reality and understand the actual issues encountered by the employee(s) on the production floor, and to thereby make use of the learnings to further improve the overall training process.

 Develop and conduct simulation tests, and other forms of assessments to evaluate trainees and existing employees on a periodic basis and to identify knowledge gaps; and thereafter coach them basis the needs identified.

 Keep track of and publish daily reports with regard to trainees in the training batch, and thereafter publish weekly reports.

 Responsible for some level of participation in the hiring and selection of candidates needed for the production floor from time to time.

 Responsible for periodically auditing calls along with making detailed notes of observations for feedback, as and when needed and to make use of the observations to further improve the training process.

 Conducting coaching sessions with the Trainees one to one and/or in group to help improve performance.

 Document training, feedback and coaching sessions with proper sign-offs and records management.

 Maintain supervision and ensure that all company policies are observed and duly followed by the respective Trainees.

Academic Requirement

 HSC or Bachelor’s or Master’s in any stream (except Engineering, Medical Science)

 Call Center related certifications are a plus

 Training, Teaching related certifications are a plus

Experience Requirement

 Proven work experience as a Process or Sales Trainer in a Call Center for a minimum of 6 months to + months

 Work experience Training or Coaching Telesales employees in a US voice process setting is preferred

Skill Requirement

 Knowledge of MS Office suite with proficiency in MS Excel, Word, PowerPoint preferred

 Good interpersonal, customer service, verbal and written communication skills

 Positive and patient approach to work with problems/issues

 Ability to multitask and remain calm under pressure

 Strong coaching and feedback skills, ability to motivate Trainees

 Ability to exhibit a very polite, courteous and professional approach at all times

Weekly Offs: 2 per week

CTC: Upto 5.0 lacs per annum

Incentives: Upto 10k per month, subject to performance

Monthly Bonus: Provided

Transport Allowance: Provided

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