Trainer I - Call Center

iQor is actively seeking a highly skilled and experienced Trainer I - Call Center to join our dynamic team in Noida. This pivotal role is perfect for a dedicated professional passionate about developing talent and enhancing performance within a fast-paced BPO environment. As a Trainer I, you will be instrumental in shaping the skills and knowledge of our customer service representatives, ensuring they deliver exceptional service, particularly within the airline and travel domains. Join iQor and contribute to a culture of continuous learning and operational excellence.

Key Responsibilities

• Conduct comprehensive training programs for new hires, including product knowledge, systems, and customer service protocols, ensuring a smooth onboarding experience for every incoming Trainer I - Call Center cohort.
• Design, develop, and update engaging training materials, modules, and curricula to reflect current industry best practices and client-specific requirements.
• Deliver impactful classroom and virtual training sessions, utilizing various instructional techniques to cater to diverse learning styles and maximize knowledge retention.
• Monitor agent performance closely, identify skill gaps and areas for improvement, and provide constructive, targeted coaching and feedback to enhance individual and team effectiveness.
• Collaborate cross-functionally with operations, quality assurance, and other teams to align training initiatives with business objectives and operational needs.
• Maintain accurate and detailed training records, track participant progress, and generate reports on training effectiveness and key performance indicators.
• Stay abreast of industry trends, technological advancements, and changes in client processes, proactively incorporating relevant updates into training content and delivery methods.
• Act as a subject matter expert for call center operations, supporting agents with complex queries and providing ongoing guidance to ensure service quality.

Requirements

• Minimum of 2 years of proven experience as a Trainer within a high-volume Call Center or Business Process Outsourcing (BPO) environment.
• Demonstrable experience and strong understanding of the airline and travel domain are highly preferred, providing relevant context for training scenarios.
• Exceptional communication, presentation, and facilitation skills, with the ability to convey complex information clearly and engagingly to diverse audiences.
• A track record of successfully developing and implementing effective training programs that lead to measurable improvements in agent performance.
• Proficiency in performance coaching, motivational techniques, and providing constructive feedback in a supportive manner.
• Strong organizational skills and the ability to manage multiple training projects simultaneously, meeting deadlines in a dynamic work setting.
• Bachelor's degree in a relevant field or equivalent practical experience in training and development is highly desirable.

What We Offer

• A competitive annual salary package, with earning potential up to ₹5.5 LPA, recognizing your valuable expertise as a Trainer I - Call Center.
• The opportunity to join iQor, a global leader in BPO services, and contribute to the success of a world-class customer service operation.
• A vibrant and supportive work environment with rotational shifts, designed to foster professional growth and continuous learning.
• Significant opportunities for career advancement and professional development within a large, multinational organization.
• Be part of a dedicated team that values innovation, collaboration, and excellence in training and employee development.