Job Description
Responsibilities
Train fresh new hires selected for respective client campaign(s) on all items related to
product, process, Telesales, telephone etiquettes and other Call Center requirements.
Identify training needs for existing employees of select campaign(s) and conduct periodic
training sessions in order to help improve the overall performance of the campaign.
Develop and constantly improve and update Process and Sales training modules, in order to
ensure maximum training efficiency at all times.
Strong focus on quality assurance and compliance requirements as needed for select client
campaign(s).
Handle customer inquiries, and other customer calls periodically in order to stay in close
contact with reality and understand the actual issues encountered by the employee(s) on the
production floor, and to thereby make use of the learnings to further improve the overall
training process.
Develop and conduct simulation tests, and other forms of assessments to evaluate trainees
and existing employees on a periodic basis and to identify knowledge gaps; and thereafter
coach them basis the needs identified.
Keep track of and publish daily reports with regard to trainees in the training batch, and
thereafter publish weekly reports.
Responsible for some level of participation in the hiring and selection of candidates needed
for the production floor from time to time.
Responsible for periodically auditing calls along with making detailed notes of observations
for feedback, as and when needed and to make use of the observations to further improve the
training process.
Conducting coaching sessions with the Trainees one to one and/or in group to help improve
performance.
Document training, feedback and coaching sessions with proper sign-offs and records
management.
Maintain supervision and ensure that all company policies are observed and duly followed by
the respective Trainees.
Academic Requirement
HSC or Bachelor's or Master's in any stream (except Engineering, Medical Science)
Call Center related certifications are a plus
Training, Teaching related certifications are a plus
Experience Requirement
Proven work experience as a Process or Sales Trainer in a Call Center for a minimum of 6 to
9 months
Work experience Training or Coaching Telesales employees in a US voice process setting is
Preferred
Skill Requirement:
Knowledge of MS Office suite with proficiency in MS Excel, Word, PowerPoint preferred
Good interpersonal, customer service, verbal and written communication skills
Positive and patient approach to work with problems/issues
Ability to multitask and remain calm under pressure
Strong coaching and feedback skills, ability to motivate Trainees
Ability to exhibit a very polite, courteous and professional approach at all times
Skills: ms word,ms excel,training,feedback,us process,sales,customer service,coaching,ms office suite,quality assurance,telesales,process development,motivation,compliance requirements,ms powerpoint
