Process Trainer - Customer Service

About Apertum Online -Apertum Online is a leading B2B technology service provider company based out of Mumbai, India providing business and technical expertise to the global online and mobile gaming industry.

Apertum Online offers a dynamic and rewarding environment for high achievers looking to work and learn alongside like-minded individuals to build and support scalable products which already provide entertainment to millions of users and take them to the next level.

Key Responsibilities

• Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers.
• Develop individualized and group training programs that address specific business needs.
• Develop creative training manuals that target tangible results.
• Implement effective and purposeful training methods.
• Evaluate organizational performance to ensure that training is meeting business needs and improving performance.
• Drive brand values and philosophy through all training and development activities
• Effectively communicate with CS team members, quality team, and management
• Create a curriculum to facilitate strategic training based on the organization’s goals.
• Select and manage resources, including working with both internal employees and training vendors to develop and deliver training.
• Manage the technologies and technical personnel required to develop, manage, and deliver training.
• Keep abreast of training trends, developments, and best practices.
• Ensuring strategic alignment of the training department with business goals.

Skills and Qualification Requirements

• A bachelor’s degree is mandatory; Education, Human Resources or any related discipline is preferable.
• A minimum of 3 years’ experience in training and development management for a BPO/KPO setup (mandatory)
• Excellent written, verbal, and interpersonal communication skills and documentation skills
• Superb track record in developing and executing successful training programs.
• Critical thinker with innovative problem-solving skills
• Highly computer literate with proficiency in MS Office and related business and communication tools
• Familiar with traditional and modern training processes
• Fantastic organizational and time management skills
• Strategic and creative mindset
• Meticulous attention to detail
• Knowledge of learning and development best practices
• Excellent leadership skills
• Professional certification, such as CPTM, is preferred.
• 5 Days working but should be flexible to work on week offs and holidays as per business location and requirement.