Aug'25 - Trainer - India Supervisor, Business Services

Job Title: BPO Trainer International Calling Process

Job Summary

We are looking for an experienced BPO Trainer to join our International Calling Process. The ideal candidate will have 4-7 years of experience in training within an international BPO environment. The candidate will be responsible for delivering high-impact training programs, enhancing employee performance, and ensuring operational excellence through effective learning interventions.

Key Responsibilities

• Deliver new hire, process, product, communication, and customer service training for the International Voice Process.
• Conduct Voice & Accent, Soft Skills, and Behavioral Training sessions.
• Design, develop, and update training content, presentations, and learning materials.
• Conduct refresher and upskilling training based on quality and performance requirements.
• Assess trainee performance through evaluations, certifications, and mock calls.
• Provide on-floor coaching and continuous feedback to improve agent performance.
• Partner with Operations, Quality, and HR teams to identify training needs and implement learning solutions.
• Monitor training effectiveness through performance metrics and prepare MIS reports.
• Ensure adherence to company policies, quality standards, and process compliance.
• Drive continuous learning initiatives to improve customer experience and operational performance.

Eligibility Criteria

• Education: Graduate (Mandatory)
• Experience:4-7 years as a Trainer in an International BPO/Voice Process.
• Excellent verbal and written English communication skills.
• Strong presentation, facilitation, and coaching abilities.
• Proficiency in Microsoft Office (Excel, PowerPoint, and Word).

Preferred Skills

• International Voice Process Training
• Voice & Accent Training
• Soft Skills Training
• Customer Service Excellence
• Coaching & Mentoring
• Adult Learning Methodologies
• Training Need Analysis (TNA)
• Performance Improvement
• Stakeholder Management
• Excellent Communication & Presentation Skills

Job Details

• Location: Gurgaon
• Employment Type: Full-Time
• Work Mode: Work From Office
• Shift: 24×7 Rotational Shifts
• Experience: 4-7 Years
• Education: Graduation (Mandatory) Role & responsibilities