Process Trainer - BPO

Role Summary:

The role is responsible for training the new hires and existing agents on client products, process/ tools and monitoring the performance of the learners to ensure targets for the training are successfully met.

Duties and Responsibilities:

• Deliver a high-quality learning experience for new employees & existing employees.
• Responsible for executing, tracking, and reporting Product, Process & Tools Training
• Maintain a conducive learning environment for the learners and effectively manage the classroom environment in a positive and professional manner.
• Maintain high level adherence to business ethics, policies, procedures, and processes.
• Participate in all training-related discussions with the clients and internal teams, attend all the client-related Train the Trainer sessions.
• Work with the Team Leaders & Ops Managers to conduct training needs analysis / skill gap identification and conduct refresher training(s) as required.
• Provide one-on-one coaching during training & nesting phase to ensure learning effectiveness.
• Track & report training adherence, attendance & absenteeism.
• Administer assessments aligned to the Activision product/ process curriculum. Review learner performance and provide feedback to address the knowledge & skill gaps.
• Provide feedback to delivery team & the Clients on the new hire/onboarding progress, performance & any concerns received during training.
• Close loop between Quality team, Team Leaders & Ops Managers and ensure course corrections are implemented.

Minimum Requirement Qualifications:

• Excellent communication skills – Oral & Written
• Excellent presentation skills- can effectively conduct and facilitate both in person and virtual training sessions.
• Exhibit active listening skills and ensure the training sessions are participative, interactive & engaging.
• Strong customer service orientation
• The ability to maintain a productive and highly engaged work environment and motivate teams.
• Ability to adapt in a fast-paced and changing environment.
• Ability to work independently and take responsibility for seeing things through to completion.
• Passion for gaming with familiarity in gaming consoles/platforms/portable devices
• Proficient in MS Office Tools (MS Excel, PowerPoint, Word, Outlook)
• Should be flexible to work in-shifts as required by the business.

Experience

• 5 Years of experience as Trainer