Process Trainer

IntouchCX; Hyderabad; On-site; INR 500,000 - 650,000; Full time

Job summary

IntouchCX in Hyderabad is seeking a passionate Trainer who will deliver training modules and manage classes for employees. The ideal candidate must possess strong knowledge of adult learning principles and customer service training. This role involves international travel to ensure effective training delivery.

The Trainer will develop creative curricula, assess training effectiveness, and mentor new trainers. Interested candidates are encouraged to apply by sending their resume.

Qualifications

• 3+ years previous contact center experience preferred.
• Experience in customer service training.
• Knowledge of existing and emerging training methods and tools.

Responsibilities

• Provide training to new and existing employees.
• Develop and deliver training plans and curriculum to classes.
• Administer knowledge assessment testing.

Skills

Adult learning principles

Customer service training

Coaching and mentoring

Analytical and problem solving skills

Strong verbal and written communication skills

MS Office programs (Word, Excel, PowerPoint)

Ability to multitask effectively

Rapport building

Adaptation to change

Education

BS/BA in Education or Business Administration

Job description

About the Job

We are changing the way people think about customer service, and we need your help! We’re seeking a Trainer to deliver training modules and run classes for our team members.

Are you a leader with a passion to help people learn? This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities for curriculum development.

As Training Facilitator, You Will

• Provide training to new and existing employees
• Develop and deliver training plans and curriculum to classes of up to 25 people
• Develop and utilize a variety of creative teaching techniques
• Develops and administers knowledge assessment testing
• Assist with QA monitoring, feedback and coaching
• Maintain up-to-date reporting on training progress, effectiveness and improvements
• Stay informed of current client products and services
• Interact with partners, ensuring they understand the training environment, successes and opportunities for development
• Manage new Trainers and Training Facilitators
• International Travel is Required

As Training Facilitator, You Have

• BS/BA in Education or Business Administration or equivalent work experience preferred
• Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• 3+ years previous contact center experience preferred
• Experience in customer service training
• Experience in coaching and mentoring
• Knowledge of existing and emerging training methods and tools
• Knowledge of call center systems, ACD/IVR and performance statistics
• Strong verbal and written communication skills, including presentation skills
• Strong analytical and problem solving skills
• Ability to build rapport with clients and interact with team members at various position levels
• Ability to multitask effectively and work in a fast paced environment
• Ability to develop employees through positive motivation
• Ability to adapt to change and innovation
• Ability to potentially travel
• Skills in MS Office programs (Word, Excel and PowerPoint)
• Valid travel documents for international travel

Interested Candidates, Please share your resume to [e-mail]