Process Trainer – E-commerce
- Location
- Pune, Maharashtra, India
- Salary
- Not specified
- Company
- Akash pawar
Job description
• Role & Company / Project Overview Kampus Talent is hiring on behalf of a client for the position of Process Trainer – E-commerce within the BPO / BPM industry. The role entails managing comprehensive training and development initiatives for an E-commerce customer support process, driving agent capability and service excellence. • Key Responsibilities & Daily Duties - Conduct new hire induction programs, comprehensive process training, and refresher training sessions. - Train customer service employees on e-commerce processes, customer handling techniques, operational policies, and Standard Operating Procedures (SOPs). - Develop and update structured training materials, visual presentations, modules, and knowledge assessments. - Evaluate trainee performance through periodic assessments, simulated mock calls, and constructive feedback sessions. - Identify individual and cohort training gaps to design and execute targeted performance improvement plans. - Coordinate closely with Operations and Quality teams to enhance overall process metrics and operational effectiveness. - Track and report training effectiveness, nesting performance, and post-training agent productivity. - Ensure strict adherence to process guidelines, organizational quality standards, and customer experience benchmarks. • Required Qualifications, Skills & Experience - 3 to 6 years of proven training experience in the BPO / BPM industry. - Relevant hands-on experience as a Process Trainer specifically within an E-commerce customer support / seller support process is preferred. - Strong verbal and written communication, presentation, and facilitation skills. - Deep understanding of customer service metrics, quality assurance parameters, and process SOPs. - Proven ability to manage multiple training batches simultaneously while achieving defined learning milestones. - Flexibility to work in rotational shifts, if required. • Working Hours, Shifts & Location Details - Location: Pune – Kharadi, Maharashtra, India - Work Mode: Work From Office (WFO) - Shift Timing: Rotational shifts, if required • Application Instructions Interested candidates are invited to forward their updated CV to the designated recruitment email address.