BPO Process Trainer

A BPO Trainer (Inbound Voice Process) is responsible for training customer service representatives who handle incoming customer calls. The role focuses on improving product knowledge, communication skills, process adherence, and customer service performance.

Key Responsibilities:-

• Train agents on call handling, customer service, and soft skills.
• conduct new-hire induction and process training.
• Deliver product, system, and policy updates.
• Monitor trainee progress through assessments and mock calls.
• Identify knowledge gaps and provide refresher training.
• Collaborate with Quality and Operations teams to improve performance.
• Prepare training reports, attendance records, and performance trackers.
• Coach agents on metrics such as Customer Satisfaction (CSAT), First Call Resolution (FCR), and Average Handling Time (AHT).

Required Skills

Good verbal and written English communication.

• Strong presentation and facilitation skills.
• Knowledge of inbound customer support processes.
• Coaching, mentoring, and feedback delivery.
• Proficiency in MS Office and Learning Management Systems (LMS).
• Understanding of quality and performance metrics.

Typical Qualifications

Graduate / Under Graduate for any stream.

• Experience in an inbound voice process, often with prior experience as a Team Leader, SME, or Trainer.

Familiarity with customer service and call center operations.