Trainee -Contact Centre

Latinem Private Limited; Hyderabad; On-site; INR 300,000 - 600,000; Full time

Job summary

Latinem Private Limited is seeking an experienced Process Trainer to deliver New Hire, Process, and Refresher Training programs for contact center teams. The role involves facilitating engaging training sessions, developing content using ADDIE, and conducting knowledge assessments.

You will identify performance gaps and drive continuous improvement initiatives, working to enhance customer experience practices across international operations. Experience with HNI/Premium environments is a plus.

Qualifications

• Experience delivering New Hire Training (NHT) and Process Training.
• Strong understanding of Adult Learning Principles and ADDIE methodology.
• Excellent facilitation, coaching, and presentation skills.
• Good knowledge of Customer Experience (CX) practices in international operations.
• Ability to design training content and manage process changes.

Responsibilities

• Deliver New Hire, Process, and Refresher Training programs for contact center teams.
• Develop learning content using the ADDIE model.
• Conduct knowledge assessments and identify performance gaps.
• Drive continuous improvement initiatives based on training outcomes.
• Support HNI/Premium environments as an added advantage.

Skills

Training delivery

NHT & Process Training

ADDIE methodology

Adult learning principles

Facilitation

Coaching

Presentation skills

CX practices

Job description

We are hiring an experienced Process Trainer to deliver New Hire, Process, and Refresher Training programs for contact center teams. The role involves facilitating engaging training sessions, developing learning content using the ADDIE model, conducting knowledge assessments, identifying performance gaps, and driving continuous improvement initiatives.

Key Requirements

• Experience in New Hire Training (NHT), Process Training, and Continuous Learning Programs.
• Strong understanding of Adult Learning Principles and ADDIE methodology.
• Excellent facilitation, coaching, and presentation skills.
• Good knowledge of Customer Experience (CX) practices and international customer service operations.
• Ability to design training content, manage process changes, and improve team performance.
• Experience supporting HNI/Premium customer service environments is an added advantage.