✨ AI Summary
The Call Center Trainer will be responsible for designing and delivering training programs for call center agents, focusing on customer service skills, communication, products, and call handling procedures. Key responsibilities include assessing trainee performance, providing feedback, identifying training gaps, preparing training materials, and monitoring training effectiveness. The role also involves coordinating with management to align training needs and supporting continuous improvement of customer service standards.
Requirements
Requirements:Bachelor’s degree in Business Administration, Human Resources, or related field.2–4 years of experience in Call Center operations.Previous experience as a Call Center Trainer, Quality Analyst, or Team Leader is preferred.Strong knowledge of call center processes, KPIs, and customer service standards.Excellent presentation and communication skills.Strong coaching and problem-solving abilities.Good reporting and Excel skills.
Description
Key Responsibilities:Conduct onboarding and refresher training programs for call center agents.Deliver training sessions related to customer service skills, communication, products, and call handling procedures.Assess trainees’ performance and provide coaching and feedback.Identify training gaps and recommend improvement plans.Prepare training materials, presentations, and training activities.Monitor the effectiveness of training programs through evaluations and performance results.Coordinate with Call Center Supervisors and management to align training needs.Maintain training records, attendance, and performance reports.Support continuous improvement of customer service standards.