Trainer BPO

Hiring: Process Trainer – Domestic BPO (E-commerce | L1 Support)

Qualification

- Graduate or Undergraduate

Preferred Candidate Profile

Priority will be given to candidates who:

- Have experience in Domestic E-commerce Customer Support.

- Have worked with leading e-commerce brands such as Flipkart, Amazon, Meesho, Myntra, Paytm, Swiggy, Zomato, PaytM etc.

- Have successfully handled New Hire Batches and Process Training in a BPO environment.

Key Responsibilities

- Conduct New Hire Training (NHT), Process Training, Product Training, and Refresher Training.

- Design and deliver engaging training programs to improve product knowledge, customer handling, and communication skills.

- Assess trainee performance through assessments, mock calls, role plays, and certification tests.

- Identify learning gaps and conduct coaching sessions to improve performance.

- Prepare training modules, SOPs, knowledge articles, presentations, and assessment material.

- Collaborate with Operations, Quality, and Team Leaders to improve training effectiveness and business KPIs.

- Track training effectiveness using metrics such as Certification Scores, Quality, CSAT, Productivity, and Throughput.

- Maintain training records, attendance, reports, and performance dashboards.

- Training Throughput, TNI, PKt's & fair understanding of certification process

Key Skills

- Good presentation, facilitation, and classroom management skills.

- Excellent verbal and written communication.

- Good understanding of Domestic BPO operations and Customer Service.

- Proficient in MS Excel, PowerPoint, and MS Office.

- Ability to motivate, coach, and develop frontline advisors.

• It is a Full Time Trainer job for candidates with 1 - 6+ years Experience.