Hiring For Process Trainer | IntouchCx |

Process Trainer Job Description:

Role Brief:

The Process Trainer delivers client-focused training for new hires, process updates, and ongoing development to ensure top-tier workforce readiness. Responsibilities include obtaining new hire trainer certification, updating training materials, and evaluating program effectiveness through various feedback mechanisms.

Core Responsibilities:

• Responsible for the functional direction of agents in the training classroom or virtual environment, including monitoring trainee progress, providing coaching and developmental feedback, and making readiness recommendations.
• Onboard new employees by introducing core processes and expectations.
• Serve as a point of contact for process-related questions during training and nesting.
• Deliver engaging training sessions on processes or workflows using effective presentation and facilitation skills, including creative and adult learning techniques across various delivery methods (virtual, classroom, or one-on-one).
• Create and maintain up-to-date training manuals, guides, and instructional content.
• Design multimedia aids and exercises to enhance learning experiences.
• Administer evaluations, quizzes, or tests to gauge comprehension and identify areas for improvement.
• Provide targeted feedback to address trainee performance gaps.
• Measure training effectiveness using feedback methods (focus groups, interviews, surveys) and recommend program enhancements.
• Support Operations in transitioning agents from training to production, ensuring competency aligns with business requirements.
• Maintain product knowledge through hands-on transactions, cross-functional meetings, and side-by-side observations.
• Ensure consistent communication with managers, peers, and resource groups.
• Develop training materials for various delivery methods, including computer-based, interactive, classroom, and remote training.
• Analyze employee performance data to identify training needs, adjust programs, and recommend improvements.
• Train employees on company policies, procedures, and industry standards.
• Ensure teams follow processes accurately and consistently.
• Participate in continuous learning by staying engaged in change management, product releases, and process updates.
• Recommend curriculum modifications based on feedback or Training Needs Analysis.
• Use Brain-Based Learning techniques to foster an effective learning environment.
• Adapt to project-specific training needs across multiple projects, as required (may include overtime).

Candidate Preference:

• Education
• Graduate/ Post-Graduate
• Desired Experience –
• 3 to 6 Years

Desired Skills and Abilities:

• Proven experience in training methodologies, content creation, and soft skills (communication skills, critical thinking, time management, team building, etc.)
• Excellent written and verbal communication skills.
• Demonstrated ability to multi-task, prioritize, and meet timelines on deliverables.
• Self-starter, sense of urgency, and works well under pressure.
• Strong attention to detail.
• Sense of professionalism and ability to develop good relationships.
• Previous experience in training or coaching agents - Coaching agents can be one-on-one, mentoring, SME, or delivering updates to a group or team of people.
• Willingness to keep abreast of new techniques in corporate teaching.
• Proficient in MS Office and Google Suite; e-learning software is an asset – Willing to teach, must be willing to learn.
• Phenomenal communication, presentation, and public speaking skills.
• Flexible in schedule – Must be okay to work nights.
• Has patience to teach others – Understands the DISC Model.
• Willingly work tickets/Audits for the project they serve on a monthly basis.
• Excellent Presentation, Feedback & Coaching skills.
• Good technical knowledge of computers and phones.

Benefits:

• Salary – best in the industry
• Performance-based incentives
• Monthly Employee Engagement Activities
• Free Transportation (both ways)
• Free meals
• Medical Insurance