Trainer - Call Center
3 weeks ago
We are looking for an experienced Call Center Trainer to design, deliver, and evaluate training programs that enhance the skills and performance of our customer service team. As a Call Center Trainer, you will play a vital role in preparing agents for success by providing them with the tools, knowledge, and confidence needed to offer exceptional service and handle complex customer interactions effectively.
**Responsibilities**:
- **Training Program Development**: Create, update, and manage training materials, modules, and schedules for new hires and existing agents.
- **New Employee Onboarding**: Conduct orientation and onboarding programs to familiarize new agents with company protocols, systems, and customer service expectations.
- **Ongoing Skills Development**: Provide training refreshers, advanced skills workshops, and soft skills development sessions to support continuous learning.
- **Role-Playing and Simulations**: Use interactive training methods to prepare agents for real-life scenarios, ensuring they are equipped to handle a variety of customer interactions.
- **Performance Monitoring**: Evaluate trainees' progress through assessments and call monitoring, providing feedback and additional training as needed.
- **Process and Product Updates**: Communicate updates on products, services, and procedures to ensure agents are informed and compliant with the latest information.
- **Collaboration**: Work closely with quality assurance and management teams to identify training needs and develop strategies to address performance gaps.
- **Documentation**: Maintain detailed records of training sessions, attendance, progress, and outcomes for reporting and compliance purposes.
**Qualifications**:
- **Experience**: Proven experience as a call center trainer or a similar role in customer service or training.
- **Skills**: Strong communication, presentation, and organizational skills; ability to engage and motivate learners.
- **Technical Proficiency**: Comfortable using call center technology, training platforms, and quality monitoring tools.
- **Knowledge**: Solid understanding of call center operations, customer service best practices, and adult learning principles.
Pay: ₹13,000.00 - ₹16,000.00 per month
**Benefits**:
- Health insurance
- Provident Fund
Schedule:
- Day shift
Work Location: In person
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