Trainer- contact center

2 days ago

haryana, India Kezan consulting Full time

First things first, some baseline key responsibilities to get you started -Develop and deliver training programs for contact center agents, focusing on customer service skills, product knowledge, systems and tools, and company policies and procedures. Create training materials, including presentations, manuals, job aids, and e-learning modules, to support training initiatives. Conduct new hire onboarding and orientation sessions to familiarize agents with the contact center environment, company culture, and job expectations. Deliver ongoing training sessions to address skill gaps, update agents on new processes or product updates, and enhance overall performance.. Provide feedback and coaching to agents to improve their performance, customer interactions, and adherence to quality standards.Collaborate with Quality Analysts and Supervisors to align training content with quality standards and identify areas for improvement. Stay updated with industry trends, best practices, and emerging technologies in the contact center and customer service field. Assist in the development and implementation of training programs for process improvements, new product launches, or system updates. Maintain accurate training records and performance data for reporting purposes. Requirements:- A bachelor's degree with relevant work experience. 2-3 Years of previous experience as a trainer or training specialist in a contact center or customer service environment is highly desirable. Familiarity with contact center operations, customer service principles, and industry best practices. Experience in designing and delivering training programs using various instructional techniques and adult learning principles. Excellent written and verbal communication skills to effectively deliver training content, provide feedback, and interact with trainees and stakeholders. Strong presentation skills to engage and captivate trainees, utilizing visual aids, multimedia, and interactive activities. In-depth knowledge of products, services, systems, and processes relevant to the contact center's operations. Ability to provide constructive feedback and coaching to agents, supporting their skill development and performance improvement. Flexibility to adapt training approaches and materials to meet the diverse needs and learning styles of trainees. Proficient in using training tools, learning management systems, multimedia software, and Microsoft Office applications. Collaborative mindset to work effectively with cross-functional teams, trainers, and supervisors to achieve training goals and align with organizational objectives. 

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