To facilitate learning and development initiatives by delivering effective training programs, ensuring associates achieve the required levels of process knowledge, quality, productivity, and customer service excellence.
Responsibilities- Deliver classroom, virtual, and on-the-job training programs.
- Conduct new hire induction and process training.
- Develop and update training content, SOPs, assessments, and knowledge materials.
- Monitor trainee performance and provide coaching and feedback.
- Evaluate training effectiveness through assessments, calibrations, and performance metrics.
- Partner with Operations, Quality, and SMEs to identify training needs and close performance gaps.
- Maintain training records, attendance, certifications, and reports.
- Support continuous improvement initiatives and process updates.
- Facilitate refresher and upskilling sessions for existing employees.
- Excellent communication and presentation skills.
- Strong facilitation and coaching abilities.
- Good analytical and problem-solving skills.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word).
- Ability to engage large groups and adapt training styles.
- Strong stakeholder management and collaboration skills.
- Graduate in any discipline (preferred).
- 1-3 years of training experience in a BPO/Customer Service/Operations environment.
- Proven experience in conducting classroom and virtual training sessions.
- Knowledge of adult learning principles and training methodologies.
- Training Throughput & Graduation Rate
- Certification Scores
- Trainee Performance Improvement
- Training Satisfaction Scores
- Quality & Productivity Improvement Post Training
- Knowledge Assessment Scores
- Instructor
- Facilitator
- Coach
- Learning Content Designer
- Evaluator & Assessor
Graduate / Under-Graduate At least minimum 1-3 year Trainer experience in any customer service programs and/or American Geography and product-specific training facilitation.
About UsSkills Required
- At least 1–3 years of trainer experience in customer service programs and/or American geography and product-specific training facilitation
- Experience conducting classroom and virtual training sessions
- Knowledge of adult learning principles and training methodologies
- Excellent communication and presentation skills
- Strong facilitation and coaching abilities
- Good analytical and problem-solving skills
- Proficiency in Microsoft Office, including Excel, PowerPoint, and Word
- Ability to engage large groups and adapt training styles
- Strong stakeholder management and collaboration skills
- Graduate in any discipline
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
