Process Trainer(Rotational Shift)

24 7 ai; Bengaluru, Hyderabad; On-site; INR 350,000 - 700,000; Full time

Job summary

24 7 ai Bengaluru is seeking a Training Specialist to equip new hires with process knowledge and live-call handling skills on the Operations floor. You will train through structured sessions, refreshers, and on-floor updates, while preparing materials and assessing trainee progress.

The role requires a bachelor’s degree and call centre process training experience, with strong MS Office skills and clear communication in English and local languages.

Qualifications

• Bachelor’s degree required.
• Process training/work experience in the call centre industry preferred.
• Proficiency with MS Office and basic learning tools.

Responsibilities

• Deliver process training to new hires on required procedures.
• Collaborate with stakeholders to align outcomes, content, and assessments.
• Design lessons, materials, and assessments conforming to curriculum.
• Assess trainee progress and maintain training records.
• Publish training reports for stakeholders.

Skills

MS Office

Facilitation

Diction & Language

Patience

Critical thinking

Lateral thinking

Confidence

Time management

Education

Bachelor’s degree

Job description

Summary of essential job functions

To train New Hires on the process and ensure their process knowledge is equipped with the skill to handle live calls on the Operations floor

• Through Process level training
• Refreshers Process
• Process Updates on the Floor
• Plan, prepare and deliver training sessions
• Prepare training materials
• Check and assess trainees' progress
• Conduct Training Need Analysis to understand performance gaps
• Organize and conduct refresher courses as per the Training Need Analysis
• Monitor and present trainee performance

Minimum requirements (Education Qualification & Work Experience)

• Bachelor’s degree
• Should have process training / work experience in the call centre industry

Competency Requirements: [Technical & Behavioral]

• Must be adept in MS Office
• Facilitation Skills
• Excellent diction, spoken and written language skills, with English and local languages
• Patience
• Critical-thinking and problem-solving
• Lateral thinking
• Confidence
• Time-management & multi-tasking skills

Job Responsibilities

• Deliver process training
• Collaborate with key stakeholders to understand the training outcomes & align content, delivery, and assessments
• Implement apt instructional and learning strategies, activities, materials, and equipment to ensure trainees learn and comprehend quickly and are equipped with the skill sets required
• Design, and utilize lesson plans conforming to approved curriculum
• Assessing and recording trainees’ progress by setting and marking coursework and assessments
• Ensure documented plans are available for review and redesign
• Ensure lesson plans are modified depending on different trainee learning styles.
• Conduct refresher / reset skill training as requiredDevelop monitoring systems to ensure that all agents are performing job responsibilities according to training
• Maintain and publish training reports to relevant stakeholders

Performance Measures [Metrics for evaluating Job Holders]

• Pass %
• Training drop out %
• 1st 30 days - PPMG

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.