Process Trainer

Job Description – Process Trainer

Position: Process Trainer – Telecom Inbound

Location: Indore

Department: Training

Employment Type: Full-Time

Job Summary

We are looking for an experienced and dynamic Process Trainer to manage end-to-end training for the Telecom Inbound Customer Support process. The ideal candidate should have strong communication, facilitation, and coaching skills with prior experience in a domestic BPO environment. The trainer will be responsible for New Hire Training (NHT), refresher sessions, process updates, and improving agent performance through effective learning interventions.

Key Responsibilities

- Conduct New Hire Training (NHT) for Telecom Inbound batches.

- Deliver process, product, soft skills, and customer service training.

- Conduct mock calls, role plays, and assessments.

- Facilitate refresher and upskilling sessions based on business requirements.

- Identify training needs through performance analysis (TNI/TNA).

- Coach low-performing agents and support performance improvement.

- Prepare and maintain training reports, attendance, and assessment records.

- Coordinate with Operations and Quality teams for process updates.

- Ensure trainees achieve certification and required performance standards before nesting.

Eligibility

- Graduate in any discipline.

- At least 2 year experience as a Process Trainer in a domestic voice process.

- Experience in Telecom process is preferred.

- Excellent communication, presentation, and facilitation skills.

- Good knowledge of MS Excel, PowerPoint, and training documentation.

- Familiarity with NHT, Refresher Training, TNI, TNA, OJT, and performance coaching.

Key Skills

- Training Delivery

- Communication & Presentation

- Coaching & Mentoring

- Customer Service

- Telecom Process Knowledge

- Performance Management

- Stakeholder Management

- MS Office (Excel & PowerPoint)

Preferred Candidate

- Immediate joiner or serving a short notice period.

- Ability to work in rotational shifts and 6-day working environment.