Process Trainer

Startek (Aegis Customer Support Services Pvt. Ltd.); Lucknow; On-site; INR 420,000 - 660,000; Full time

Job summary

Startek (Aegis Customer Support Services Pvt. Ltd.) seeks an experienced Training Specialist to design and deliver comprehensive training programs across processes, products, customer service and soft skills.

Based in Lucknow, you will drive learning initiatives for employees at multiple levels. You will run on-the-job sessions, analyze gaps from audits and feedback, and develop engaging materials including presentations, manuals, guides, videos and simulations.

Qualifications

• 3 years of experience in BPO/Call Centre with process training.
• Strong knowledge of adult learning principles.
• Excellent communication across diverse groups.

Responsibilities

• Design and deliver training programs for process, product, customer service, and soft skills to employees across various levels.
• Conduct on-the-job training (OJT) sessions to enhance employee performance and knowledge.
• Analyze training needs through analysis of gaps identified during audits or feedback from employees.
• Develop training materials such as presentations, manuals, guides, videos, simulations, games etc.
• Collaborate with stakeholders to identify key learning objectives and develop effective solutions.

Skills

Adult learning

Communication

Training design

Stakeholder collaboration

Independent work

Tools

TNA

TTI

TTT

Job description

Roles and Responsibilities

• Design and deliver training programs for process, product, customer service, and soft skills to employees across various levels.
  
• Conduct on-the-job training (OJT) sessions to enhance employee performance and knowledge.
  
• Analyze training needs through analysis of gaps identified during audits or feedback from employees.
  
• Develop training materials such as presentations, manuals, guides, videos, simulations, games etc.
  
• Collaborate with stakeholders to identify key learning objectives and develop effective solutions.
  

Desired Candidate Profile

• Overall 3 years of experience in BPO/Call Centre industry with expertise in 1 Year on paper Process Training.
  
• Strong understanding of adult learning principles and ability to design engaging training programs.
  
• Excellent communication skills with the ability to train diverse groups effectively.
  
• Proficiency in tools like TNA (Training Needs Analysis), TTI (Training Transfer Index), TTT (Training Evaluation).
  
• Ability to work independently with minimal supervision while meeting deadlines.