Senior Call Center Trainer

Senior Executive - Call Center

Essential Duties and Responsibilities:  Train new hire trainees on process and bring them up to the expected benchmark before they hit the floor  Provide support on floor to On Job Training associates  Maintain the version control document for the respective up to date updated process and product.  Responsible for completing the training within the defined time frame  Conducting refresher training program based on the training need analysis shared by the Transactional Quality team  Facilitate knowledge sharing and capture within and across teams  Evaluation of training for the teams and generating training needs  Maintain and share timely reports to the stakeholders  Capable of auditing calls and taking actions accordingly  Conduct process knowledge tests and bridging the gaps with respect to the process  Should conduct employee engagement activities related to training Essential Skills:  Excellent verbal and written communication skills, including ability to effectively communicate with internal and external customers  Excellent computer proficiency (MS Office – Word, Excel and Outlook)  Should have strong analytical, interpersonalskills  Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service Education & Experience:  Graduation mandatory  3+ years of experience in BPO industry, and at least 1 year of experience as a Trainer in healthcare

Experience Level