Process Trainer - Call Center/Back Office Operations
Job Description:
Job Title: Process Trainer - Call Center/Back Office Operations
Job Overview:
We are currently seeking an experienced and detail-oriented Process Trainer to join our team. The ideal candidate will play a crucial role in ensuring that our call center and back-office teams are well-trained on operational processes, procedures, and systems. If you have a passion for training, a deep understanding of call center and back-office operations, and a proven track record in delivering effective training programs, we encourage you to apply.
Responsibilities:
Training Program Development:
- Design, develop, and deliver comprehensive training programs for call center and back-office processes, ensuring alignment with organizational objectives.
- Collaborate with subject matter experts to create training materials, manuals, and job aids.
New Hire Onboarding:
- Conduct orientation and onboarding sessions for new hires, providing an overview of company processes, policies, and systems.
- Ensure that new team members are equipped with the necessary knowledge and skills to perform their roles effectively.
Ongoing Training and Development:
- Provide continuous training and refresher sessions to existing team members to reinforce process knowledge and address any changes or updates.
- Keep training materials up-to-date to reflect the latest processes and best practices.
Performance Evaluation:
- Assess the effectiveness of training programs through participant feedback, performance metrics, and evaluations.
- Work closely with management to identify performance gaps and develop targeted training interventions.
Documentation and Reporting:
- Maintain accurate records of training sessions, attendance, and participant performance.
- Generate reports on training effectiveness and present findings to management.
Collaboration with Operations and Quality Assurance:
- Collaborate with operations teams to understand evolving process requirements and updates.
- Work closely with quality assurance teams to incorporate process improvements into training programs.
Qualifications:
- Bachelor's degree in Business, Education, or a related field.
- Proven experience as a Process Trainer in a call center or back-office operations environment.
- In-depth knowledge of call center and back-office processes, procedures, and systems.
- Strong presentation and facilitation skills.
- Excellent communication and interpersonal skills.
- Familiarity with learning management systems and training evaluation methods.
Key Skills :
Company Profile
We specialize in providing a gamut of IT and ITES (Information Technology Enabled Services) services to our parent company and its subsidiaries. We are well-equipped with technology and business expertise to provide smarter and innovative solutions to our customers. Not only do we work with a difference; we work to make a difference.
Apply Now
- Interested candidates are requested to apply for this job.
- Recruiters will evaluate your candidature and will get in touch with you.