Netaps Foundation - Assistant Manager - BPO Training

Assistant Manager - Training (BPO/ITES)

- A trainer is the one who trains, coaches, and develops skills amongst the new associates & poor performers, to improve their product knowledge, performance and achieve higher customer satisfaction.

- Trainer is expected to maintain expert status in single / multiple lines of business, and will regularly do so by handling routine customer interactions in voice, non-voice environment.

Trainer Duties and Responsibilities:

- Responsible for providing training and education to Customer Service Representatives to ensure they are equipped with the necessary skills to resolve customer issues in a timely manner and meet operational metrics.

- Ensure call qualitative and quantitative standards are observed in meeting customer care needs to drive key performance metrics identified by the business.

- Responsible in supporting the training team by providing training facilitation support and/or administrative assistance to any assigned training class of Customer Service Representatives.

- Work with the class during nesting to help them successfully meet operational targets and transition to becoming full-time production agents.

- Continuously work on improving facilitation skills and training methodology based on feedback and results from previous training classes.

- Continuously review training material and update obsolete concepts and processes

- Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities.

- Other tasks that may be assigned by the supervisor related to the team's responsibilities and objectives

Trainer - Skills:

- Outstanding customer service skills and dedication to providing exceptional customer care

- Must be self-motivator and self-starter

- Excellent facilitation skills

- Exceptional listening skills

- Solid time management skills

- Must be able to effectively deal with internal & external stakeholders

- Creative ability & writing proficiency

- Ability to multitask and successfully operate in a fast paced, team environment

- Must adapt well to change and successfully set and adjust priorities as needed

Trainer - Minimum requirements:

1. 2-3 years of BPO Experience with 6-12 months of experience in training delivery

2. Graduate / 3-year Diploma/PG

3. Excellent verbal, written and interpersonal communication skills

4. Must be proficient with Microsoft Office (Word, Excel, PowerPoint)

5. Excellent presentation skills

6. Good working knowledge of Adult Learning Principles

7. Strong interpersonal, customer service, leadership and motivational skills

8. Highly organized, detail-oriented, patient & action-oriented

Interview process:

1. HR round - personal round & hygiene check

2. Training round - interview & presentation round

3. Language, Aptitude & Excel skills, Excel test , CS aptitude test - MERITTRAC Aptitude Test (Verbal, Analytical & Numerical ability) , English communication test - Versant 4 Skills Essential (Speaking, Listening, Reading, Writing)

4. Client round