Process Trainer

TP; Hyderabad; On-site; INR 630,000 - 770,000; Full time

Benefits offered by this job

5-day work week

Immediate hiring and quick onboarding

Job summary

TP in Hyderabad is seeking an experienced Trainer to join its Customer Support team. You will deliver engaging training programs, enhance employee performance, and ensure both new hires and current staff have the knowledge and skills to meet business objectives.

The role involves conducting process trainings, tools and systems training, and measurements of learning outcomes. You will design content, facilitate sessions, and collaborate with Operations, Quality, and HR to align programs with

Qualifications

• Bachelor's degree in any discipline.
• 2+ years of experience in Training within the Customer Support/BPO industry.
• Strong knowledge of customer service processes and contact center operations.
• Hands-on experience in Process Training, Tools Knowledge Training, TNI, and TNA.
• Excellent presentation, facilitation, and communication skills.
• Proficiency in MS Office (PowerPoint, Excel, Word).
• Ability to manage multiple training batches and stakeholders effectively.
• Strong analytical and coaching skills.

Responsibilities

• Conduct Process Training for new hires and existing employees.
• Deliver Tools & Systems Training to ensure operational efficiency.
• Identify learning needs through Training Needs Analysis (TNA).
• Conduct Training Needs Identification (TNI) based on business requirements and performance gaps.
• Design, develop, and update training content, modules, SOPs, and learning materials.
• Facilitate classroom, virtual, and on-the-job training sessions.
• Evaluate trainee performance through assessments, quizzes, and feedback sessions.
• Monitor training effectiveness and recommend continuous improvement initiatives.
• Work closely with Operations, Quality, and HR teams to align training programs with business goals.
• Maintain training records, reports, and performance metrics.

Skills

Presentation skills

Facilitation

Communication skills

Coaching skills

Analytical skills

Training delivery

Stakeholder management

Education

Bachelor's degree in any discipline

Tools

PowerPoint

Excel

Word

Job description

Job Description: Trainer - Customer Support

Position: Trainer

CTC: Up to ₹7 LPA

Work Schedule: 5 Days Working (Rotational Shifts)

Joining: Immediate Joiners Preferred

About the Role

We are seeking an experienced and dynamic Trainer to join our Customer Support team in Hyderabad. The ideal candidate will be responsible for delivering engaging training programs, enhancing employee performance, and ensuring new hires and existing employees are equipped with the knowledge and skills required to achieve business objectives.

Key Responsibilities

• Conduct Process Training for new hires and existing employees.


• Deliver Tools & Systems Training to ensure operational efficiency.


• Identify learning needs through Training Needs Analysis (TNA).


• Conduct Training Needs Identification (TNI) based on business requirements and performance gaps.


• Design, develop, and update training content, modules, SOPs, and learning materials.


• Facilitate classroom, virtual, and on-the-job training sessions.


• Evaluate trainee performance through assessments, quizzes, and feedback sessions.


• Monitor training effectiveness and recommend continuous improvement initiatives.


• Work closely with Operations, Quality, and HR teams to align training programs with business goals.


• Maintain training records, reports, and performance metrics.

Required Skills & Qualifications

• Bachelor's degree in any discipline.


• 2+ years of experience in Training within the Customer Support/BPO industry.


• Strong knowledge of customer service processes and contact center operations.


• Hands‑on experience in Process Training, Tools Knowledge Training, TNI, and TNA.


• Excellent presentation, facilitation, and communication skills.


• Proficiency in MS Office (PowerPoint, Excel, Word).


• Ability to manage multiple training batches and stakeholders effectively.


• Strong analytical and coaching skills.

Preferred Qualifications

• Experience in Voice, Non‑Voice, Chat, or Email Support processes.


• Certification in Training & Development or Learning Management is an added advantage.


• Exposure to LMS platforms and training effectiveness measurement.

What We Offer

• Competitive salary up to ₹7 LPA


• 5‑day work week


• Dynamic and collaborative work environment


• Career growth and development opportunities
  
• Immediate hiring and quick onboarding process