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Trainer - Call Center

2 weeks ago

Kakkanad Kochi Kerala, India Popular Vehicles and Services Ltd Full time

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