Senior Process Trainer - BPO

We are hiring for a client of Innoquest in the BPM sector for a Sr.Process Trainer role.

Position Summary :

The Senior Trainer will play a critical role in training initial customer success classes, ongoing continuous education classes for our existing Customer Success team. This position will ensure that our customer success representatives are equipped with the skills, knowledge, and tools to resolve customer inquiries effectively, efficiently, and with a high level of customer satisfaction.

Job Responsibilities :

- Train : Implement, and continuously improve training programs for new hires and existing team members within the Customer Success department.

- Performance Tracking & Improvement : Evaluate the effectiveness of training programs through feedback, assessments, and key performance indicators (KPIs).

- Customer Success Alignment : Collaborate with the Customer Success leadership team to understand evolving business needs, customer pain points, and call center metrics to tailor training efforts to improve customer satisfaction and retention.

- New Hire Onboarding : Oversee the onboarding training process for new Customer Success team members, ensuring a seamless transition into their roles.

- Ongoing Development : Create continuous learning opportunities to enhance performance, including refresher courses, skill workshops, and advanced customer service techniques.

- Coaching & Feedback : Provide coaching and feedback to customer success agents, supporting them in real-time to improve their knowledge and customer interactions.

- Maintain Industry Knowledge : Stay up to date with trends and best practices in customer service, call center operations, and training methodologies.

Qualifications :

- Education : Bachelor's/PG degree in Business, Communications, or a related field (or equivalent work experience).

- Experience : Minimum of 7 years in a customer success, call center, or training role, with at least 2 - 3 years of experience in lead trainer position.

- Proven success in training and developing inbound call center teams or customer-facing teams.

- Strong knowledge of customer success best practices and key performance metrics for call centers.