Process Trainer

Summary of essential job functions

To train New Hires on the process and ensure their process knowledge is equipped with the skill to handle live calls on the Operations floor

Through Process level training

Refreshers – Process

Process Updates on the Floor

Plan, prepare and deliver training sessions

Prepare training materials

Check and assess trainees' progress

Conduct Training Need Analysis to understand performance gaps

Organize and conduct refresher courses as per the Training Need Analysis

Monitor and present trainee performance

Minimum requirements (Education Qualification & Work Experience)

Bachelor’s degree

Should have process training / work experience in the call centre industry

Competency Requirements : [Technical & Behavioral]

Must be adept in MS Office

Facilitation Skills

Excellent diction, spoken and written language skills, with English and local languages

Patience

Critical-thinking and problem-solving

Lateral thinking

Confidence

Time-management & multi-tasking skills

Job Responsibilities

Deliver process training

Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessments

Implement apt instructional and learning strategies, activities, materials, and equipment to ensure trainees learn and comprehend quickly and are equipped with the skill sets required

Design, and utilize lesson plans conforming to approved curriculum

Assessing and recording trainees’ progress by setting and marking coursework and assessments

Ensure documented plans are available for review and redesign

Ensure lesson plans are modified depending on different trainee learning styles.

Conduct refresher / reset skill training as required

Develop monitoring systems to ensure that all agents are performing job responsibilities according to training

Maintain and publish training reports to relevant stakeholders

Performance Measures [Metrics for evaluating Job Holders]

Pass %

Training drop out %

1st 30 days – PPMG