Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Process Developer, Customer Care

Genpact is searching for experienced and ambitious Trainers for our inbound and outbound Banking contact center business. The successful candidate will be responsible for facilitating Process knowledge and Customer Skills training to drive new hire learning curve. We are looking for energetic, organized and highly efficient people’s person who is experienced in developing new hires to generate high quality customer experience in our Costa Rica office, offering long term stability in this permanent placement role.

Responsibilities

• 8 hours of stand up training

• Facilitate a class of 10 to 20 learners. Keeping them engaged an ensure delivery of training plan and content on daily basis

• Train new hires as per the training plan and prepare them to deliver expected targets of performance successfully

• Responsible for retention of new hires in their first month with the organization

• Responsible for Trainees performance in their first month in production post training

• Engage in identifying training needs and plan activities with the training manager

• Upskill or re skill employees’ bases identified training needs

• Drive key initiatives as a part of training need analysis to deliver continuous learning and upskilling of employees

• Participate in meetings certifications and self-learning to stay updated on changes in training plan, content and delivery mode

• Generate and share training metrics and reports based on class attendance evaluations etc

• Create, administer and document basic skill assessments and competency exams

Qualifications we seek in you

Minimum Qualifications / Skills

• Pleasant dynamic personality with a positive attitude

• Higher education completed including college certifications or other professional accredited training

• Possesses strong interpersonal public speaking and time management skills

• Proven coaching ability and excellent communication skills

• Possesses excellent customer service skills; ability to work effectively with many levels of personnel

• Position requires strong planning facilitation and public speaking skills

Preferred Qualifications/ Skills

• Prior training or teaching experience preferably as a call center trainer or corporate trainer

• Mid and Overnight shifts or flexibility to change schedules

• Excel and PPT working knowledge

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.