Trainer’s Requirement and Skills:
- Bachelor’s degree or equivalent
- Should have training or sales training background with at least 2-3 years of experience minimum
- Prior BPO experience as a Trainer would be an added advantage.
- Experience in education or the health industry would be an added advantage
- Knowledge of learning and development trends and best practices will be an added plus
- Excellent presentation skills
- Excellent written & spoken communication skills Expert in Word, PPT, Excel tools & MIS, and data management
- Curiosity to learn and leverage new learning tools, systems, or methods of working
- Prior experience in LMS would be an added advantage
- Multiple Regional language abilities would be an added advantage
Role Expectations:
- At scale, every trainer will be assigned to 4-5 businesses at a time and will report to a Training Manager.
- Process trainers will own agent performance ( Definition of Performance: Quality and Conversion of the Agents ) in a business assigned to them
- A trainer should dedicate time to listening to call recordings, updating scripts and other process materials etc, to keep on continuously improving the sales outcomes from the campaign
- Should be able to look at numbers/ data on dashboards and track and manage the performance of their agents
Responsibilities:
- Collaborate with cross-functional teams to ensure training material / content quality and accuracy
- Review the performance on dashboards and share feedback with the agents, coach them on a regular basis, and recommend improvements in the product and process
- Drafting and making necessary updates to training material (product deck, call script, FAQs, etc)
- Work with the content team to help validate the documents based on absorbance and feedback from the trainees
- Keep updated with relevant information on customers’ products and processes
- Shadow agents to stay up to date with internal app/web-app product/process changes and challenges
- Provide insights and instant feedback for correction and keep an eye on potential quality issues
- Update details such as Training MIS, Training Calendar, Dashboard, etc. for all your training sessions on a regular and timely basis
- Utilize effective training activities like role plays, discussions, and mock/practice calls to strengthen the agents' skills
- Attend calibration sessions with the customer and other team members/ stakeholders from time to time, to obtain feedback on your process and decide on an action plan to improve/mitigate the same
- Perform other tasks requested by the manager to reach team objectives or the company’s objectives based on current needs
Logistics
- Compensation: 3.5 -5 LPA. ( initially on a contractual basis for the first 6 months and then will be absorbed into direct payroll basis performance )
- Joining Date: ASAP