Process Trainer

Job Title: Process Trainer (Immediate Joiner)

Location: Hyderabad, Telangana

Job Type: Full-Time

Shift: 24/7 Rotational Shifts (5 Days Work | 2 Days Off)

Budget / CTC: Up to 6,000,000 per annum (6 LPA)

Notice Period: Immediate Joiners Only

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI-driven solutions. We partner with world-class brands to deliver exceptional service, build meaningful customer relationships, and drive operational excellence.

Job Overview

We are looking for an energetic and result-oriented BPO Process Trainer to join our Operations Training team at IntouchCX Hyderabad. In this role, you will be responsible for delivering New Hire Training (NHT), upskilling existing agents, conducting floor support, and driving key performance metrics (KPIs) across customer service and process campaigns.

Key Responsibilities

• Training Delivery: Plan, prepare, and deliver engaging New Hire Training (NHT) programs as well as cross-skilling/refresher sessions for agents.
• Performance Management: Monitor batch performance through regular assessments, tests, and floor walks; ensure a smooth transition from classroom to Production (OJT).
• Process Improvement: Identify skill/knowledge gaps, deliver targeted coaching, and collaborate with Quality and Operations teams to boost overall campaign performance.
• Content & Reports: Maintain accurate training records, batch reports, attendance, and feedback documentation. Update training materials as process workflows evolve.

Requirements & Qualifications

• Experience: Minimum 1 year of mandatory experience working as a Process Trainer in a BPO / Call Center environment.
• Availability: Immediate joiners only (0 to 7 days notice period max).
• Shift Flexibility: Comfortable working in 24/7 rotational shifts.
• Work Schedule: 5 days working with 2 rotational days off per week.
• Location: Based in or willing to relocate to Hyderabad.
• Communication: Exceptional verbal and written English communication skills.
• Skills: Strong presentation, facilitation, classroom management, and coaching abilities. Proficiency in MS Office (Excel, PowerPoint, Word).

Perks & Benefits

• Competitive Salary: Up to 6,000,000 / year (6 LPA) based on experience and performance.
• Commute Options (Hyderabad Region):
  
• 2-Way Cab Facility: Free door-to-door transportation covered up to a 25 km radius from the IntouchCX Hyderabad office.
• Self-Transportation Allowance: Up to 5,000/month allowance provided if you arrange your own commute.
• Growth: Continuous career advancement opportunities within learning & development (L&D) and operations.