·        Presentable with participant management skills. Need to have good presentation skills along with knowledge in adult learning principles

·        Conducting communication, process, sales, essential skills training for new joiners and refresher trainings / Coaching.

·        To ensure the trainee come up the learning curve and are equipped with the skill sets required to handle live calls

·        Handhold the trainees during OJT phase to ensure their smooth transition into production environment

·        Handle all issues related to performance, behavior, punctuality, attendance and attrition within training and OJT phases

·        Conduct Job Knowledge Quiz for trainees and certified agents.

·        Adherence to training processes, training schedule, training timelines and accuracy of training material defined internally as well as by the client

·        Ensure higher training success rate (% of agents successfully trained and certified as per internal as well as client parameters)

·        To be updated with the latest product updates and manage content ensuring implementation of updates on the floor. Followed by dip checks on implementation %

·        Responsible for identifying gaps between the training program and production requirements and prepare refresher content and deliver the same

·        Designing training module and updating it as and when required Increasing the customer service skills of trainees in terms of enhancing telephone etiquette, communication, listening skills, selling skills or any other essential skill.

·        Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every interaction.

·        Doing Training Need Analysis (TNA) and identify the gaps between the expected and current capabilities

Education & Experience

·        Graduates

6 Months to 1 year exp  in a BPO preferably