Trainer / Sr.Trainer - BPO
Arvato India, Delhi 2–5 Yrs
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The candidate should have BPO experience in a hard core technical environment handling Enterprise support
Should have hands on knowledge of any one version of Windows server including Remote Server administration tools.
Preferred if worked on VMWARE to virtualize customer issues
High technical competency in computers (hardware, software, network)
Proficient in successfully transferring technical knowledge
Ability to explain complex concepts in an effective manner
Ability to convince others
Technical Troubleshooting exposure
Excellent Process Knowledge
High process/ customer focused orientation
Planning/ Organizing/ Prioritizing skills
Excellent written & spoken English
Excellent presentation skills
Leadership skills
Interpersonal skills
Good coordination skills
High aptitude
Excellent time management skills
Design and deliver modules
Execute training programmes
Identifying and analyzing training needs
Developing action plans and monitoring progress of such plans
Ensuring attendance and successful graduation of training batches
Regular reporting of scores for batches released to floor and up-trainings conducted
Coordination with client for updates and various support
Coaching scores and key operational metrics (AHT, Case closure, CSAT) of batches that have hit the floor
Training Effectiveness
Trainee Feedback
Graduate with call center experience