Trainer- Call Centre

The Trainer is responsible for developing and delivering training programs to new and existing call center agents. The role ensures agents are well-equipped with communication skills, product knowledge, customer handling techniques, and system proficiency to meet performance standards and deliver quality service.

Key Responsibilities

• Conduct onboarding training for new call center agents on company policies, processes, and systems.
• Deliver job-specific training covering communication skills, customer service etiquette, call handling procedures, and script adherence.
• Train agents on CRM systems, call center tools, and workflows.
• Prepare and update training materials, presentations, manuals, assessments, and SOPs.
• Evaluate trainees through quizzes, role plays, mock calls, and assessments to gauge readiness.
• Work closely with Team Leads, QA, and Operations to ensure training content aligns with current needs and trends.
• Maintain training attendance, performance records, and daily/weekly batch reports.

Requirements

• Bachelor’s degree preferred.
• Proven experience as a Trainer or Senior Agent in a call center environment.
• Strong communication, presentation, and facilitation skills.
• Good understanding of call center operations, customer service techniques, and system workflows.
• Ability to design engaging training material.
• Strong analytical and reporting skills.
• Excellent command of MS Office and training tools.
• Ability to manage multiple batches and handle large groups confidently.

Job Type: Full-time

Work Location: In person