'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).
- 13 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
