Call Centre Training Manager

Job Summary:

The Call Centre Training Manager is responsible for developing, implementing, and overseeing training programs for call centre staff to ensure high levels of service quality and customer satisfaction. This role involves assessing training needs, designing training materials, conducting training sessions, and evaluating the effectiveness of training programs.

Role & Responsibilities:

1. Training Program Development:

• Design and develop comprehensive training programs for new hires and ongoing training for existing staff.

• Create training materials, manuals, and resources that align with company policies and procedures.

2. Needs Assessment:

• Conduct regular assessments to identify training needs and skill gaps within the call centre team.

• Collaborate with team leaders and management to align training initiatives with business objectives.

3. Training Delivery:

• Facilitate engaging training sessions using various instructional techniques, including workshops, e-learning, and on-the-job training.

• Ensure that all new employees receive thorough onboarding training and mentorship.

4. Performance Evaluation:

• Monitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics.

• Adjust training methods and content based on participant feedback and performance outcomes.

5. Coaching and Mentorship:

• Provide ongoing coaching and support to call centre agents to enhance their skills and performance.

• Foster a culture of continuous learning and professional development within the team.

6. Reporting and Analysis:

• Maintain records of training activities, attendance, and performance evaluations.

• Prepare reports on training effectiveness and employee performance for management review.

7. Compliance and Standards:

• Ensure that all training programs comply with industry regulations and company policies.

• Stay updated on industry trends and best practices in call centre operations and training methodologies.

Qualification and Skills:

1. Demonstrated 6 years of experience in BFSI industry, including knowledge of mortgage products.

2. Bachelor's degree in Human Resources, Business Administration, Education, or a related field.

3. Readiness to travel as required within the region.

4. Proven experience in training and development, preferably in a call centre environment.

5. Strong knowledge of call centre operations, customer service principles, and performance metrics.

6. Excellent presentation, communication, and interpersonal skills.

7. Ability to design engaging training content using various instructional methods.

8. Proficient in using learning management systems (LMS) and other training tools.

9. Strong analytical skills to assess training effectiveness and employee performance.

Requirements & Skills:

1. Demonstrates high energy and meticulous attention to detail, consistently meeting deadlines promptly 2. Learning and development managers work closely with human resources staff, management and executive leadership to implement adult learning and learning and development at all levels within the organization. 3. Since they mostly operate out of human resource departments, learning and development managers must have a basic understanding of human resources strategy, principles and functions. 4. Industry knowledge consists of understanding adult learning theory and techniques, employee development trends, technology-based learning and development methods and best practices 5. Leadership skills they exhibit in doing so is a requirement in implementing in-house learning and development for other supervisors and managers. 6. Verbal communication skills are at the foundation of functional expertise for learning and development managers. The ability to facilitate focus group discussions, conduct classroom learning sessions, seminars and workshops are skills any learning and development manager should have. Public speaking capabilities - sometimes referred to as platform skills - are an essential component of a learning and development manager's skills. 7. Experience with e-learning platforms and virtual training delivery. 8. Familiarity with customer relationship management (CRM) software.