Job Description

Position: Process Trainer We are seeking a Process Trainer to lead business operations in a Contact Centre services environment. This position will be responsible for overseeing International Travel operations, providing both strategic and tactical direction to the team to ensure business goals are met and customer delight is achieved. The role involves close interaction with leadership to drive performance and continuous improvement. Job Responsibilities: Training Execution : Ensure the successful execution of training programs aligned with the business requirements. Training Effectiveness : Measure and assess the effectiveness of training programs, making adjustments as needed. Performance Improvement : Conduct ongoing observations of direct reports, providing guidance, mentoring, and support to enhance performance and skills. Reporting : Send detailed reports/MIS to the Operations team, highlighting the progress and status of training activities. Content Review : Regularly review and update training content to incorporate the latest information and business needs. Calibrations : Actively participate in internal and external calibration sessions to maintain training consistency and quality. Refresher Training : Conduct refresher trainings based on Training Needs Analysis (TNI) to ensure ongoing skill enhancement. Knowledge Checks : Manage and evaluate knowledge checks for new hires and production staff to ensure they meet performance standards. Knowledge, Skills, and Other Abilities: Communication Skills : Strong verbal and written communication skills in English. Client Handling : Expertise in managing customer/client relationships effectively. Shift Flexibility : Ability to work during all shifts, ensuring training delivery across varying schedules. Training Experience : Experience in product/process/soft skill/up-skilling training. Line trainer experience is also considered. Experience : 1-5 years in a training role, with hands-on experience in training delivery and process management. Work Schedule : 6 days working, 24*7 environment. This role is based in-office. Interested candidates can share their resumes or reach out at 7042379178 .