Career

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Job Description

We are looking for a dynamic call center trainer to join our company. In this role, you`ll be responsible for scheduling and conducting training sessions for both new and experienced call center agents and supporting employees to keep productivity up. To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.

Responsibilities

• Developing call centers education materials, such as digital presentations, how-to manuals, and instructional videos. • Preparing procedures and policies regarding call handling techniques and appropriate agent conduct. • Scheduling and conducting training sessions on various call center topics to prepare and support new employees. • Training experienced employees on new or updated call center procedures to improve their performance. • Observing the daily operations of call center employees and identifying any areas of improvement. • Liaising with team leaders and managers to conduct on-the-job coaching. • Measuring the effectiveness of training sessions and preparing individual or team progress reports. • Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

Skill Requirements

• A bachelors degree in any field, or a related field. • Additional certification in business leadership, eLearning software, or adult education and training is preferred. • At least 3 years experience working as a call center trainer or team leader. • Excellent knowledge of training techniques and customer service best practices. • Strong teaching abilities and mentoring skills. • Good communication, interpersonal, and conflict resolution skills. • Ability to provide leadership to personnel in a fast-paced and stressful work environment.

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