Training Program Design and Implementation: Developing and implementing comprehensive training programs for employees, focusing on customer service excellence, operational efficiency, communication skills, and other relevant areas.
Conducting Engaging Training Sessions: Delivering engaging and informative training sessions using various methods and techniques to cater to diverse learning styles.
Evaluating Training Effectiveness: Assessing the effectiveness of training programs through performance evaluation, assessments, and feedback mechanisms, and making necessary adjustments for continuous improvement.
New Hire Onboarding: Onboarding new customer service representatives and other staff, ensuring they are equipped with the necessary knowledge and skills to perform their roles effectively.
Training Needs Identification and Material Creation: Collaborating with management and team leaders to identify training needs and creating and updating training materials and documentation to align with industry best practices and company goals.
Performance Monitoring and Reporting: Monitoring and reporting on training outcomes and employee performance, tracking progress based on call monitoring or other relevant metrics.
Support and Mentorship: Providing ongoing support, coaching, and mentorship to staff, including conducting refresher training and providing feedback sessions.
Staying Updated: Staying updated with new training methods and techniques in the BPO sector.
Logistics Management: Coordinating all logistics related to training delivery