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Trainer - Call Center
Tata Capital
posted 10d ago
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Flexible timing
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Job Description
Job Purpose
Seeking a dynamic and experienced Trainer to join our call centre team.
The Trainer will be responsible for designing, implementing, and delivering training programs to enhance the knowledge, skills, and performance of call centre agents.
Responsibilities
Core Responsibilities:
Training Delivery:
Conduct onboarding sessions for new hires, including company policies, product knowledge, and call center protocols.
Facilitate workshops, refreshers, and skill enhancement programs for existing employees.
Certification Program of Agents before onboarding / handover to supervisor for calling
Curriculum Development:
Design and update training materials, manuals, and e-learning modules based on operational needs and feedback.
Incorporate factual scenarios, role-playing, and interactive elements into training sessions.
Performance Monitoring:
Collaborate with quality assurance teams to identify knowledge gaps and training needs.
Evaluate the effectiveness of training programs through feedback, assessments, and performance tracking.
Support:
Provide one-on-one training session to agents who need additional support to meet performance standards.
Assist in handling escalated calls for demonstration purposes when required.
Compliance & Standards:
Ensure all training aligns with industry regulations, company policies, and customer service standards.
Stay updated on new tools, technologies, and techniques in call centre operations.
Reporting:
Maintain accurate records of training sessions, attendance, and evaluations.
Provide regular reports to management on training outcomes and areas of improvement.
Qualification: Graduate/ Postgraduate/ Master
Employment Type: Full Time, Permanent
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Job Training Health Insurance Soft Skill Training Work From Home 
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