Trainer
2 days ago
To ensure success as a trainer, you should have excellent knowledge of support procedures and expertise in quality assurance. Ultimately, a top-notch trainer should be a friendly, approachable individual with effective teaching and communication skills.
**Key Responsibilities**:
- The key responsibility in this role is on boarding the new people to the support development role. This includes intensive three weeks of training (or more) and the topics covered would be around product, process, culture, cadence and so on. 70% of the time is spent in mock calls and feedback sessions.
- Prepare training materials such as outlines, text, and handouts and present information, using a variety of instructional techniques and formats such as role playing, simulations, team exercises, group discussions, videos, and lectures as well as develop alternative training methods if expected improvements are not seen.
- Tailor specific training programs to employee growth and retainment, career path assistance, etc.
- Be the point of contact to maintain all the process changes, process documents and later train the teams on any changes.
- Develop, Tweak and Maintain training procedure manuals, training content and guides, and course materials.
- Conduct In-house Workshops, Co-ordinate with External Trainers to help the teams learn what is required for their role.
- Collate the training results and documentation of the same to present to the support lead weekly/monthly.
- Ongoing chat sessions with the teams and providing feedback to help them get from 70% or lesser to 90%+.
**Requirements**:
- At least **4 years** experience working as a BPO trainer or team leader.
- Familiarity with **Learning Management Systems**, such as Google Classroom, Blackboard, and Schoology.
- Experience with technologies and best practices for instructional manuals and teaching platform, techniques and customer service best practices.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced and stressful work environment.
- Excellent communication and presentation skills
- Experience or Education in Human Resources or related field is a plus.
- Certification from talent and training associations a plus
- SHIFT**:Flexible to work in night shift.**
**Job Types**: Full-time, Permanent
**Salary**: AED5,000.00 - AED7,000.00 per month
**Education**:
- Bachelor's (preferred)
**Experience**:
- BPO Trainer: 4 years (preferred)
- Team leader: 2 years (preferred)
- Learning Management Systems: 2 years (preferred)
License/Certification:
- Training Certification (preferred)
Shift availability:
- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)
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