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Process Trainer

4 months ago

Thane, India One Point Business Solution Full time

To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.

**Trainer Responsibilities**:

- Developing call center's education materials, such as digital presentations, how-to manuals, and instructional videos.
- Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
- Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
- Training experienced employees on new or updated call center procedures to improve their performance.
- Observing the daily operations of call centre employees and identifying any areas of improvement.
- Liaising with team leaders and managers to conduct on-the-job coaching.
- Measuring the effectiveness of training sessions and preparing individual or team progress reports.
- Creating and managing the training budget.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

**Trainer Requirements**:

- A bachelor's degree from recognized university.
- Any additional certification will be an add on.
- At least 1-2 years’ experience working as a call center trainer or team leader.
- Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.
- Excellent knowledge of sales techniques and customer service best practices.
- Strong teaching abilities and mentoring skills.
- Good communication, interpersonal, and conflict resolution skills.
- Ability to provide leadership to personnel in a fast-paced and stressful work environment.

**Job Location**:
Thane, Wagle Industrial Estate, Maharashtra.