Trainer-Call Center/BPO

We are looking for a dynamic and experienced Call Center Trainer to join our team. The ideal candidate will be responsible for developing and delivering engaging training programs to ensure our call center staff is equipped with the skills, knowledge, and tools needed to provide exceptional customer service and meet performance goals.

Key Responsibilities:

• Training Delivery: Conduct onboarding and continuous training sessions for new hires and existing staff, focusing on customer service, product knowledge, systems usage, and soft skills.
• Content Development: Design and update training materials, manuals, presentations, and e-learning modules tailored to the needs of the team and company goals.
• Needs Assessment: Assess the training needs of call center employees through performance evaluations, feedback, and skill gap analyses.
• Coaching: Provide one-on-one coaching and mentoring to agents requiring additional support to improve performance.
• Performance Monitoring: Monitor trainees during live or simulated calls and provide constructive feedback for improvement.
• Reporting: Maintain records of training sessions, attendance, assessments, and feedback while generating reports on training effectiveness and outcomes.
• Collaboration: Work closely with supervisors, team leaders, and quality assurance teams to identify training opportunities and align training goals with business objectives.
• Process Updates: Stay updated with organizational policies, tools, and industry best practices to ensure training content remains relevant and effective.

Qualifications and Skills:

• Education: Bachelors degree in a relevant field (e.g., Communications, Education, or Business Administration) or equivalent experience.
• Experience: Proven experience as a call center trainer or in a similar role, preferably in a customer service or sales environment.
• Skills:
• Excellent communication and presentation skills.
• Strong interpersonal and coaching abilities.
• Proficiency in call center software and tools (e.g., CRM systems, telephony software).
• Analytical mindset to assess performance metrics and identify training needs.
• Creative problem-solving and adaptability in designing training approaches.
• Certifications: Relevant training certifications (e.g., Train-the-Trainer, CPTD, or similar) are a plus.

Key Competencies:

• Customer-focused mindset.
• Strong organizational and time management skills.
• Ability to motivate and inspire a diverse team.
• Patience and empathy in dealing with trainees at varying skill levels.