BPO Process Trainer

Overview

Woodrock Infotech Private Limited is seeking a proficient BPO Process Trainer to supervise and implement training programs within a dynamic BPO environment located in Lucknow, Uttar Pradesh. This role entails monitoring training effectiveness, mentoring team members, and ensuring high-quality performance alignment with business objectives.

Key Responsibilities

• Guarantee the effective delivery and completion of training initiatives to meet organizational needs.
• Evaluate the success and impact of training programs through systematic measurement.
• Lead Monthly, Quarterly, and Weekly Business Reviews to assess team and process performance progress.
• Continuously observe direct reports to provide targeted guidance, coaching, and performance enhancement support.
• Prepare and submit regular reports and Management Information System (MIS) updates to the Operations department on activity status and pending tasks.
• Engage in both internal and external calibration processes to uphold training standards.
• Administer knowledge assessments for new recruits and existing production team members.
• Maintain familiarity with industry-specific terms, including Training Need Identification (TNI), Training Need Analysis (TNA), Business Quality Management (BQM), and throughput metrics.

Required Skills and Expertise

• Exceptional command of written and spoken English communication.
• Proven ability to manage client and customer interactions adeptly.
• Willingness to work in a 24x7 operational framework with rotational six-day workweeks.

Candidate Specifications

• A minimum of a graduate degree.
• At least one year of experience serving as a trainer is mandatory.
• Demonstrated expertise and knowledge related to product training specifically within domestic or international BPO sectors.