Trainer

About the Role

We are seeking a dynamic and passionate Trainer to join our team. In this role, you will be responsible for enhancing the communication and soft skills of our customer service representatives to deliver exceptional customer experiences. You will design and deliver training sessions focused on spoken English, grammar, pronunciation, accent neutralization, and overall business communication tailored to the call centre environment.

Key Responsibilities

• Conduct new hire training, refresher training, and upskilling sessions
• Train agents on call handling, communication skills, customer service, and sales techniques
• Develop and update training materials, SOPs, scripts, and presentations
• Deliver training on products, processes, systems, and compliance standards
• Monitor trainee performance during nesting and provide coaching & feedback
• Coordinate with QA and Operations to identify skill gaps
• Conduct mock calls, role plays, and assessments
• Track training effectiveness and prepare training reports
• Support agents in achieving KPIs, CSAT, and quality targets

Required Skills & Competencies

• Strong verbal and written communication skills
• Excellent presentation and facilitation skills
• Sound knowledge of call center metrics (AHT, CSAT, FCR, QA)
• Ability to coach, motivate, and manage diverse teams
• Good command of English (additional languages a plus)
• Proficient in MS PowerPoint, Word, and Excel
• Experience with voice, email, and chat processes

Qualifications

• Bachelor’s degree (preferred)
• Minimum 2+ years of experience as a Call Center Trainer or Senior Agent/SME with training exposure
• Experience with international campaigns (US/UK/UAE) is a plus

Job Type: Full-time

Pay: Rs120,000.00 - Rs150,000.00 per month

Work Location: In person