Trainer

• Enhance existing operations by implementing effective recruitment and training programs for call center staff.
• Ensure candidate selection aligns with stipulated job descriptions and stays within the overall budget.
• Design and develop training modules based on identified needs.
• Lead the delivery of soft skills and behavioral training programs in accordance with organizational requirements.
• Develop and finalize monthly, quarterly, and annual training calendars based on business needs, performance management insights, and other relevant sources.
• Evaluate training effectiveness using appropriate methodologies and implement corrective measures as needed.
• Drive internal communication related to employee training and development.
• Assess the impact of training programs and maintain a comprehensive database of training records.
• Identify internal and external trainers, monitor their effectiveness, and ensure high-quality training delivery.
• Conduct training programs to meet the requirements of EFS and other industry guidelines.
• Create and maintain a database of internal trainers across various units.
• Collaborate with the QA team to review call audits, identify performance gaps, and integrate insights into training modules to improve call quality and compliance.
• Design and conduct refresher training, upskilling programs, and process update sessions to enhance the performance of existing employees and ensure alignment with evolving business needs.
• Actively monitor live and recorded calls, provide real-time feedback, and conduct one-on-one coaching sessions to improve soft skills, call resolution techniques, and overall service quality.
• Analyze agent performance data, identify skill gaps, and refine training methodologies to ensure continuous improvement in service delivery and employee engagement.
• Partner with Operations, Quality, and HR teams to align training initiatives with business objectives, ensuring training content evolves with company policies, customer expectations, and industry trends.

Job specifications:

• Must have at least two years of experience in a voice-based call center.
• Must possess strong verbal and written communication skills in Tamil and English.
• Should be proficient in public speaking.
• Must have the ability to engage trainees in discussions during educational sessions.
• Should demonstrate excellent interpersonal skills.
• Must be an effective multi-tasker.
• Should be proficient in Microsoft Office including PowerPoint, for creating training materials and presentations.
• Must have excellent reading comprehension skills and be an active listener.
• Should possess strong critical thinking and analytical skills.
• Must have good problem-solving and decision-making skills, along with the ability to exercise sound judgment.