Process Trainer - Int. Service Desk process (MNC- BPO)

We are seeking an experienced Process Trainer for the International Service Desk process to join KVC Consultants Ltd. In this role, you will be crucial in developing and delivering training programs for our Service Desk teams, ensuring they have the necessary knowledge and skills to provide exceptional support to our international clients.

Roles and Responsibilities:

• Design, develop, and deliver comprehensive training programs for new hires and existing agents within the International Service Desk process.
• Conduct regular training sessions on product knowledge, process updates, customer service skills, and technical troubleshooting for IT infrastructure issues.
• Create engaging training materials, including presentations, manuals, job aids, and exercises.
• Assess trainee performance through quizzes, simulations, and live call/chat monitoring, providing constructive feedback for improvement.
• Collaborate closely with operations managers and quality analysts to identify training needs and performance gaps.
• Implement effective coaching strategies to enhance agent skills and ensure adherence to service level agreements (SLAs) and quality standards.
• Stay updated with the latest IT Service Management (ITSM) trends, tools, and best practices, particularly within an international BPO context.
• Facilitate knowledge transfer sessions and contribute to the development of a robust knowledge base.
• Monitor and report on training effectiveness and its impact on key performance indicators (KPIs).

Skills Requirement:

• Proven experience as a Process Trainer within an international BPO environment, specifically for Service Desk or Technical Support processes.
• Strong understanding of IT Service Management (ITSM) concepts and ITIL principles.
• Excellent presentation, facilitation, and communication skills (both verbal and written), with the ability to convey complex technical information clearly and engagingly.
• Experience in developing effective training content and methodologies.
• Strong analytical skills to assess training needs and evaluate program effectiveness.
• Ability to provide constructive feedback and coach individuals for performance improvement.
• Customer-focused mindset with an understanding of international customer service expectations.
• Proficiency in using training tools and platforms.

QUALIFICATION:

• Bachelor's degree in a relevant field (e.g., IT, Business, Education) or equivalent practical experience.

Skills Required
It Service Management, Communication Skills, Training, Process Trainer, Service Desk