CRM-BPO Trainer

Key Responsibilities:

• Deliver training on CRM processes, customer service, and BPO operations.
  
• Train candidates on voice and non-voice processes (calling, email, chat support).
  
• Develop lesson plans, scripts, and training materials.
  
• Conduct mock calls, role plays, and soft skills sessions.
  
• Assess candidates through tests, call evaluations, and practical exercises.
  
• Improve candidates’ communication, accent, and customer handling skills.
  
• Track attendance, performance, and batch progress.
  
• Support interview preparation and placement readiness.
  
• Ensure achievement of training quality and batch targets.
  

Requirements

Skills Required:

• Strong knowledge of CRM tools and BPO processes.
  
• Excellent communication and interpersonal skills.
  
• Training, facilitation, and coaching ability.
  
• Basic computer skills (MS Office, CRM software).
  

Qualification & Experience:

• Graduate in any discipline.
  
• 3–5 years of experience in BPO/CRM training or industry preferred.
  

KPIs:

• Batch completion rate.
  
• Candidate communication improvement scores.
  
• Placement rate and interview success.
  
• Training feedback and quality scores.