Trainer II

Enigma Corporation

Key Responsibilities

• Training Delivery:
• Conduct new hire orientation, process training (technical/product), sales training, and soft skills/communication training.
• Drive employee performance by designing, delivering, and evaluating onboarding and upskilling programs.
• Bridge gaps between operations and training by coaching agents, conducting process/soft skills training, and analyzing performance data to improve quality metrics.
• Curriculum Development: Create and update training modules, manuals, presentations, and assessments tailored to process requirements.
• Coaching & Development:
• Monitor agent performance (side-by-sides, call listening).
• Provide feedback and run refresher sessions for underperformers.
• Performance Tracking: Analyze training effectiveness using KPIs, surveys, and post-training assessments to report progress to management.
• Stakeholder Management: Collaborate with Operations and Quality teams to identify skill gaps and align training with business objectives.
• Focus on new hire nesting performance and speed-to-proficiency.
• Focus on reduction in agent attrition during training.
• Focus on improvement in Sales & Quality Assurance (QA) scores post-refresher training.

Requirements & Tech Stack

• Mandatory: Sales Training Experience (Insurance Preferred)
• Subject Knowledge: Strong understanding of BPO operations and sales frameworks.
• Skills: Exceptional communication, facilitation, presentation, and interpersonal skills.
• Tools: Proficiency in MS Office Suite (PowerPoint, Excel).

Qualifications

• Education: Bachelor’s degree or Under Grad (as per the contract)