Process Trainer - Call Center/Back Office Operations

Job Description:

Job Title: Process Trainer - Call Center/Back Office Operations

Job Overview:

We are currently seeking an experienced and detail-oriented Process Trainer to join our team. The ideal candidate will play a crucial role in ensuring that our call center and back-office teams are well-trained on operational processes, procedures, and systems. If you have a passion for training, a deep understanding of call center and back-office operations, and a proven track record in delivering effective training programs, we encourage you to apply.

Responsibilities:

Training Program Development:

• Design, develop, and deliver comprehensive training programs for call center and back-office processes, ensuring alignment with organizational objectives.
• Collaborate with subject matter experts to create training materials, manuals, and job aids.

New Hire Onboarding:

• Conduct orientation and onboarding sessions for new hires, providing an overview of company processes, policies, and systems.
• Ensure that new team members are equipped with the necessary knowledge and skills to perform their roles effectively.

Ongoing Training and Development:

• Provide continuous training and refresher sessions to existing team members to reinforce process knowledge and address any changes or updates.
• Keep training materials up-to-date to reflect the latest processes and best practices.

Performance Evaluation:

• Assess the effectiveness of training programs through participant feedback, performance metrics, and evaluations.
• Work closely with management to identify performance gaps and develop targeted training interventions.

Documentation and Reporting:

• Maintain accurate records of training sessions, attendance, and participant performance.
• Generate reports on training effectiveness and present findings to management.

Collaboration with Operations and Quality Assurance:

• Collaborate with operations teams to understand evolving process requirements and updates.
• Work closely with quality assurance teams to incorporate process improvements into training programs.

Qualifications:

• Bachelor's degree in Business, Education, or a related field.
• Proven experience as a Process Trainer in a call center or back-office operations environment.
• In-depth knowledge of call center and back-office processes, procedures, and systems.
• Strong presentation and facilitation skills.
• Excellent communication and interpersonal skills.
• Familiarity with learning management systems and training evaluation methods.