Trainer

ABOUT THE COMPANY

At Teleperformance, we provide industry-leading customer experiences and digitally powered business services for the world’s best brands. A globally diverse and inclusive company, we are a work family of more than 420,000 serving more than 170 countries and speaking 265 languages and dialects. We combine cutting-edge innovation with human understanding and empathy to deliver a comprehensive suite of best-of-breed services and end-to-end business solutions to integrate and optimize front-office customer support, back-office functions, and business operations. Our knowledge services portfolio applies Design Thinking and intelligent analytics to help companies optimize business processes and accelerate digital transformation. Because people and processes are the core of our business, we believe in hiring and nurturing top talent. Join our global network where the possibilities are endless, and everyone can make a difference. We are a socially responsible company that manages with a clear purpose and has been recognized in 2023 within the Top 5 of the World’s Best Workplace’s.
We are customer experience management experts.

JOB SUMMARY

The trainer is responsible for assessing and evaluating the competency level of employees and conducting training needed to upskill and close any observed knowledge gaps.

RESPONSIBILITIES

New Hire Onboarding and tenured employee upskillingIntroducing new hires to the company values, mission, and visionNew hire activation through client provided credentials.Set up and maintain training facilities and related training materials.Deliver training to engage and stimulate existing and newly hired employees in a manner that promotes the transfer of knowledge and application of skills.Promote retention through effective use of questioning, presentation, and facilitation skills and providing feedback and coaching that enhances performance.Provide and manage a training environment that fosters trust, learning, and performance.Offering all the necessary support during new hire onboarding and nesting phase.Collecting new hire training feedback and submitting the same to the Training Supervisor.Documenting, maintaining data and progress of new hire/existing employee trainings.Focused results ImprovementDeep dive into data or conduct evaluations to determine training needs.Conducting refreshers based on CSR performance and business needs.Measuring the effectiveness of training sessions and preparing individual or team progress reports.Observing the daily operations of CSRs and identifying any areas of improvement.To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product.Training Content CreationDeveloping education materials, such as digital presentations, how-to manuals, and instructional videos.Consistently refurbish training content based on business product or procedure changes.Developing and maintaining training materials including lesson plans, group activities, the method for instructions, presentations, role-plays and assessments.RequirementsDegree/Diploma in education, communication, HR or Public relationsMinimum 2 years experience preferably in a BPO sector.Proficiency in MS officeCompetency in C1 English and client language they will be supporting (if any). Excellent written, interpersonal and conflict resolution skills.Adapt well to change and successfully set and adjust priorities as needed.Overall understanding of customer service industryExperience in managing new hire batches.Previous experience in a similar role.Strong facilitation abilities and mentoring skills.Excellent planning and time management skills.Ability to breakdown complex concepts into simple, understandable topicsAbility to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.Knowledge and experience in reading, analyzing, and interpreting reports and support procedures.Ability to effectively present information and respond to questions from management, peers, and customers.Self-driven, proactive and team player.Ability to create good and strong work ties cross departments.We thank all applicants for their interest. However due to the large volume of applications we receive, only shortlisted candidates will be contacted.

REQUIRED SKILLS

Customer service, Training program planning, Customer support, CRM systems, Training requirements analysis, Reporting, Training delivery, Training event logistics

REQUIRED EDUCATION

Diploma, Associate's degree