Process Trainer- Shared Service Centre / BPO

BC Management Services; Dadri; On-site; INR 450,000 - 900,000; Full time

Job summary

BC Management Services is seeking a dedicated Process Trainer to join our team in India. The role focuses on delivering process knowledge and soft skills training to new and existing staff, ensuring effective service delivery.

You will conduct training needs analysis, develop tailored materials, and assess outcomes to enhance overall process efficiency. Collaboration with Operations will organize refresher sessions and improve staff performance.

Qualifications

• Graduate degree required.
• Excellent English communication skills.
• 4–7 years total experience with at least 2 years as a Process Trainer in a call/contact center.
• Experience delivering improvement projects in training (NPS, CSAT, upselling).
• Knowledge of Training MIS.
• IELTS advanced level certification or equivalent.
• Knowledge of customer service (voice, emails & chat).
• Excellent MS Office skills (Word, Excel, PowerPoint).
• Proactive with strong problem analysis and resolution.
• Desirable: IELTS 7+ or equivalent, change adaptation, experience in a KPO/secured environment.

Responsibilities

• Deliver process knowledge and soft skills training to new and existing staff.
• Conduct training needs analysis and develop tailored materials.
• Assess session outcomes to improve process efficiency.
• Collaborate with Operations to organize refresher sessions.
• Design and update IELTS/Digital Exams training modules.
• Create individual learning plans and ensure accessibility of materials.
• Monitor trainee progress, conduct evaluations and provide feedback.
• Implement certification processes and track performance via call monitoring.
• Predict attrition risks using early warning indicators and ensure policy compliance.

Skills

Excellent English communication

MS Office proficiency

Proactive problem analysis

Training MIS knowledge

Training delivery in call center

IELTS certification

Customer service principles (voice, e‑

Education

Graduate degree

Tools

MS Office Suite

Job description

Work Schedule

This is a 24/7 on-site role with rotating shifts, including night shifts. The position offers two days off per week, which may not always fall on weekends. Flexibility and adaptability to a continuous shift-based environment are essential.

Role specific skills, knowledge and experience:

• Graduate degree
• Excellent in English Communication Skills.
• 4 - 7 years overall experience with minimum 2 years as a Process trainer preferably in a call/contact center environment.
• Experience of delivering improvement projects in training, related to NPS, CSAT, upselling etc.
• Knowledge/ experience and understanding of Training MIS
• IELTS Certified at advance level or some industry expected certification at advanced level
• Knowledge of customer service principles and practices (Voice, E Mails & chat related)
• Excellent MS office skills (Word, Excel, Power point etc.)
• Proactive approach with focus on problem analysis & resolution
• Desirable:
  • Meet English language proficiency at a minimum level of IELTS band 7 or equivalent internationally recognised qualification
  • Demonstrable experience of reacting positively to change
  • Experience in a KPO industry in a secured environment

Role Purpose & Accountabilities

We are seeking a dedicated Process Trainer to join our team. In this role, you will be responsible for delivering process knowledge and soft skills training to both new and existing staff, ensuring effective service delivery.

You will conduct training needs analysis, develop tailored training materials, and assess session outcomes to enhance overall process efficiency. Collaboration with Operations and support functions will be key to organizing refresher sessions and improving staff performance.

Your role will involve designing and updating training modules for IELTS/Digital Exams, creating individual learning plans, and ensuring all materials are accessible and up to date. Monitoring trainee progress, conducting evaluations, and providing feedback will be essential to maintain training effectiveness. Additionally, you will implement certification processes, track performance through call monitoring, and predict attrition risks using early warning systems. Compliance with information security policies and organizational guidelines is mandatory.

Further Information

Right to Work: Locally recruited

Relocation support is also not provided.

India (OCI)

Overseas Citizen of India (OCI) card holders will need have, or be able to obtain, a valid special work permit issued from Government of India (GOI) to work in the British High Commission (BHC). BHC will not be able to sponsor work visas or obtain/ assist with the special work permit from GOI. Offers of employment made to OCI card holders will be conditional upon candidates obtaining a special work permit.

Note

For requisite special permission to take up employment in any foreign Diplomatic Missions in India, OCI Cardholder must visit https://ociservices.gov.in