Contact Centre Trainer

The Contact Centre Trainer is responsible for designing, delivering, and evaluating training programs for customer service agents in a Contact centre environment. This includes providing ongoing skills development, and ensuring employees are equipped to handle customer inquiries efficiently and professionally. The trainer works closely with the operations and quality assurance teams to identify areas for improvement and develop training strategies accordingly.

Responsibilities:

Design, develop, and update training materials, modules, and resources aligned with BPO industry standards, client requirements, and organizational goals.

Create engaging training sessions, both classroom-based and online, covering product knowledge, soft skills, customer service techniques, and call-handling procedures.

Deliver training sessions to new hires on BPO tools, software, customer service techniques, and communication etiquette.

Provide ongoing coaching and feedback to the agents to improve their performance, efficiency, and customer satisfaction.

Develop refresher courses or advanced training programs to enhance the skills of existing team members.

Assess the effectiveness of training programs through performance metrics, feedback, and evaluation of individual and team performance.

Prepare reports and recommendations based on training outcomes to management for continuous improvement.

Collaborate with BPO managers, client representatives, and operational teams to identify training needs and refine strategies accordingly.

Communicate effectively with stakeholders to ensure training programs align with BPO sector requirements and client expectations.

Qualifications:

Bachelor s degree in Business Administration, Communication, or a related field (Masters degree preferred)

Proven experience of two years in a BPO environment, with a focus on training and development.

In-depth understanding of BPO operations, client-specific processes, customer service principles, and training methodologies

Strong understanding of BPO operations, customer service principles, and training methodologies.

Excellent communication, English Proficiency Level: C1 (Advanced), presentation and interpersonal skills.

Ability to adapt training approaches to different learning styles and levels of experience.

Certification in Training & Development or related field is a plus.

Must have knowledge about Attrition, Shrinkage, KPI, and KRA.

Attributes:

Passion for teaching and mentoring.

Analytical mindset with a focus on continuous improvement.

Ability to motivate and inspire individuals and teams.

Flexibility and adaptability to a dynamic work environment.

Organizational skills with attention to detail.

Benefits:

Competitive salary and benefits package.

Opportunities for professional growth and development.

Positive and collaborative work culture.

Contribution to shaping a high-performing team.