BPO Training Senior Analyst

"Key Responsibilities
Training Delivery
•    Conduct new-hire training for L1 Helpdesk support associates.
•    Deliver training on technical troubleshooting, ticketing tools, communication skills, and customer service.
•    Facilitate classroom, virtual, and on-the-job (OJT) training sessions.
•    Ensure training content is delivered clearly, effectively, and within defined timelines.
Content & Curriculum Management
•    Assist in creating, updating, and maintaining training materials, SOPs, job aids, and knowledge base articles.
•    Collaborate with operations, quality, and client teams to ensure training content accuracy and alignment with processes.
Performance Tracking & Coaching
•    Track trainee performance through assessments, role-plays, and practical evaluations.
•    Provide feedback, coaching, and remedial support to trainees who need additional assistance.
•    Maintain training reports, attendance records, and progress documentation.
Stakeholder Coordination
•    Work closely with Operations, Quality, and Workforce Management to plan training batches and training needs.
•    Participate in calibration sessions to align training with client expectations and process updates.
Continuous Improvement
•    Evaluate training effectiveness using feedback, metrics, and performance data.
•    Recommend improvements to enhance training efficiency and associate performance.
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Required Skills & Qualifications
•    Bachelor’s degree or equivalent (preferred).
•    1–3 years of experience as an L1 Helpdesk Trainer or similar role in a BPO/ITeS environment.
•    Strong knowledge of L1 technical support concepts (e.g., password resets, basic troubleshooting, remote support tools, ticketing systems).
•    Excellent communication, presentation, and facilitation skills.
•    Strong command of English (verbal and written).
•    Proficiency in MS Office tools; experience with LMS platforms is a plus.
•    Ability to manage large groups and handle diverse training needs.
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Preferred Qualifications
•    Certification in training/facilitation (e.g., Train-the-Trainer).
•    Experience in ITIL or ITSM environments.
•    Exposure to global clients and multi-process training.
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Key Competencies
•    Training Delivery
•    Technical Aptitude
•    Communication Skills
•    Classroom Management
•    Problem-Solving
•    Stakeholder Management
•    Adaptability"

Work Timimgs:

General business: Mon – Fri, 7 am – 7 pm CST

FSS business: Mon – Fri, 7 am – 7 pm & Sat - Sun, 7 am – 4 pm CST