Role and Key Responsibilities

• Drive employee performance by designing, delivering, and evaluating onboarding and upskilling programs.
• Bridge gaps between operations and training by coaching agents, conducting process/soft skills training, and analyzing performance data to improve quality metrics.
• The role focuses on developing training materials, managing classroom logistics, and mentoring junior trainers to meet client KPIs.
• Training Delivery: Conduct new hire orientation, process training (technical/product), and soft skills/communication training.
• Curriculum Development: Create and update training modules, manuals, presentations, and assessments tailored to process requirements.
• Coaching & Development: Monitor agent performance (side-by-sides, call listening), provide feedback, and run refresher sessions for underperformers.
• Performance Tracking: Analyze training effectiveness using KPIs, surveys, and post-training assessments to report progress to management.
• Stakeholder Management: Collaborate with Operations and Quality teams to identify skill gaps and align training with business objectives.
• Mentorship: Mentor and guide junior trainers and act as a Subject Matter Expert (SME).

Key Performance Indicators (KPIs) to be met, among others- 

• New hire nesting performance and speed-to-proficiency.
• Reduction in agent attrition during training.
• Improvement in Quality Assurance (QA) scores post-refresher training.

Key skills and knowledge:

• Subject Knowledge: Strong understanding of BPO operations, quality frameworks, and, for international processes, familiarity with client-specific accents/tone.
• Exceptional communication, facilitation, presentation, and interpersonal skills.
• Tools: Proficiency in MS Office Suite (PowerPoint, Excel) and Learning Management Systems (LMS).
• Education: Bachelor’s degree in education, Human Resources, or a related field (preferred)