01Key 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. .
