Contact Center Trainer

6 days ago

Mumbai Maharashtra, India HR Yaar Full time

**Job Title: Contact Center Trainer**

**Experience: 4 to 8 years**

**Location: Kurla, Mumbai**

**Company Type: Healthcare**

**Job Type: Full-Time**

The contact center is the first touch point for any patient reaching out to us for a service and the journey of excellent patient experience starts here. The role of the trainer will be managing all training needs end to end. The incumbent will work closely with the stakeholders to understand the training requirements of our agents (communication, process/ any other) and deliver the training programs to the agents. Details of the role are mentioned below

**Responsibilities**:

- Identify and assess future and current training needs of the Employees, End-to-end process, skill & knowledge.
- Draw an overall training and development plan that addresses the needs and expectations of the sales force.
- Create modules focusing on sales & soft skills, communication etiquette, problem-solving, conflict resolution, and patient/customer engagement.
- Conduct effective induction, orientation, and training sessions. New Hire Training, Certification, and OJT.
- Train callers on handling challenging situations, managing complaints, and exceeding patient/customer expectations.
- Provide constructive feedback-based call listening sessions and Quality TNA reports to callers on their performance.
- Monitor and evaluate the training program’s effectiveness, and success and report on them.
- Analyze training effectiveness and make continuous improvements based on feedback and results.
- Conduct periodic Training Needs Analysis to identify skill gaps and come up with effective solutions and Training plans for the same.
- Develop and implement tailored sales & customer service programs.
- Instill a customer-centric mindset among our tele-callers

**Qualifications**:

- Proven experience as a Contact Center Trainer is a must.
- Strong understanding of adult learning principles
- Excellent presentation and facilitation skills with the ability to captivate and inspire an audience.
- Strong interpersonal skills and the ability to collaborate effectively with diverse teams.

**Job Types**: Full-time, Permanent

Pay: ₹800,000.00 - ₹900,000.00 per year

Schedule:

- Day shift
- Morning shift

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (preferred)

Application Question(s):

- What is your current and expected CTC? (in LPA format)
- Are you willing to travel to Kurla? (Yes/No)

**Experience**:

- total work: 4 years (preferred)

**Language**:

- Fluent English and Hindi (preferred)

License/Certification:

- Contact Center Trainer Certification (preferred)

Work Location: In person

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