CRM-BPO Trainer

NIIT Foundation; Gorakhpur District; On-site; INR 400,000 - 550,000; Full time

Job summary

NIIT Foundation is seeking a skilled Training Specialist to deliver CRM and BPO training to candidates in our education-focused NGO initiative. You will design lesson plans, conduct mock calls, and coach candidates to improve communication and customer handling skills.

You'll train on voice and non-voice processes, track attendance and batch progress, and support interview prep and placement readiness to meet training targets. Graduate with 3–5 years' BPO/CRM training experience preferred.

Qualifications

• Graduate degree in any discipline.
• 3–5 years of experience in BPO/CRM training or related industry.
• Strong knowledge of CRM tools and BPO processes.

Responsibilities

• Deliver CRM, customer service and BPO operation training.
• Train candidates on voice and non-voice channels (calling, email, chat support).
• Develop lesson plans, scripts, and training materials.
• Conduct mock calls, role plays, and soft skills sessions.
• Assess candidates through tests, call evaluations, and practical exercises.
• Improve candidates’ communication, accent, and customer handling skills.
• Track attendance, performance, and batch progress.
• Support interview preparation and placement readiness.
• Ensure achievement of training quality and batch targets.

Skills

Excellent communication

Training & coaching

Interpersonal skills

Student assessment

CRM processes

Education

Graduate in any discipline

Tools

CRM tools

MS Office

CRM software

Job description

NIIT Foundation (NF) is a not-for-profit education society ( NGO ) set up by the promoters of NIIT in 2004. Its mission is to positively impact the underprivileged of the country through educational initiatives and skill development programs . NIIT Foundation, an Education NGO has a mandate to reach the unreached, uncared and unattended to ensure inclusive development of India.

To shape the mandate, NIIT Foundation has begun a number of programs like donate for child education, skill development, Financial literacy and all, that positively impact the underserved of the country through various educational interventions. The intent of NF is to better understand the education and employability issues at the grassroots level. The organisation builds corporate and ngo partnerships for sustainable development.

Job Description

Key Responsibilities:

• Deliver training on CRM processes, customer service, and BPO operations.
  
• Train candidates on voice and non-voice processes (calling, email, chat support).
  
• Develop lesson plans, scripts, and training materials.
  
• Conduct mock calls, role plays, and soft skills sessions.
  
• Assess candidates through tests, call evaluations, and practical exercises.
  
• Improve candidates’ communication, accent, and customer handling skills.
  
• Track attendance, performance, and batch progress.
  
• Support interview preparation and placement readiness.
  
• Ensure achievement of training quality and batch targets.
  

Requirements

Skills Required:

• Strong knowledge of CRM tools and BPO processes.
  
• Excellent communication and interpersonal skills.
  
• Training, facilitation, and coaching ability.
  
• Basic computer skills (MS Office, CRM software).
  

Qualification & Experience:

• Graduate in any discipline.
  
• 3–5 years of experience in BPO/CRM training or industry preferred.
  

KPIs:

• Batch completion rate.