Trainer

10 hours ago

Hyderabad, Telangana, India Shriram Life Insurance Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Trainer Job Description

Job Title:

Product & Soft skills Trainer

Location:

Ramky selenium building, Financial district, Gachibowli, Hyderabad.

Reports To:

Training Manager / Operations Manager

Job Summary:

The Trainer is responsible for designing, developing, and delivering training programs to

call center staff. The role ensures that all team members are equipped with the necessary

knowledge and skills to provide excellent customer service and meet performance

standards. The trainer will collaborate with management and subject matter experts to

identify training needs and continuously improve training materials.

Key Responsibilities:

Conduct initial training for new hires, including product knowledge, communication skills,

customer service techniques, and call center software usage.

Develop training content such as manuals, presentations, e-learning modules, and other

instructional materials.

¢ Facilitate workshops, refresher courses, and ongoing training sessions to improve

performance and update employees on new policies and products.

¢ Evaluate the effectiveness of training programs through assessments, feedback, and

performance monitoring.

¢ Provide one-on-one coaching and mentoring to agents when necessary.

¢ Collaborate with supervisors and quality assurance teams to identify areas for

improvement.

¢ Track and report on training progress and results.

¢ Stay updated on industry best practices and recommend process enhancements.

Qualifications:

¢ Bachelor's degree.

¢ Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a

training role.

¢ Excellent presentation and communication skills.

¢ Strong knowledge of call center operations and customer service principles.

¢ Proficiency in using learning management systems (LMS) and Microsoft Office Suite.

¢ Ability to adapt training styles to accommodate various learning preferences.

¢ Strong organizational and time management skills.

Preferred Qualifications:

¢ Certification in training and development (e.g., CPTD, ATD) is a plus.

¢ Experience with e-learning tools and video conferencing platforms.

¢ Knowledge of quality assurance practices and performance metrics.

Work Environment:

¢ Office-based environment with the possibility of remote training sessions.

¢ May require occasional travel for training at multiple sites.

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