Training Coordinator

Job Summary

Deliver specialized training programs focused on operational excellence, communication skills, and performance development within a call center environment. Trainers will work closely with internal and external teams to ensure that all training initiatives are relevant, impactful, and aligned with business goals.

Key Responsibilities

• Design and deliver customized training programs for call center operations, including product knowledge, customer service, and soft skills.
• Conduct thorough training needs assessments to identify performance gaps and skill enhancement opportunities.
• Facilitate engaging in-person and virtual training sessions for new hires and existing employees.
• Evaluate training effectiveness using feedback, assessments, and performance data; recommend improvements where needed.
• Collaborate with stakeholders and team leaders to ensure training content supports operational goals and customer satisfaction metrics.
• Stay up to date with industry trends, customer service best practices, and emerging training technologies.

Experience & Requirements

• Experience: 3 to 6 years as a trainer, with at least 2 years of experience in a call center or BPO environment (preferably in customer service, sales, or operations training).
• Shift: Must be available to work from 3:00 PM to 12:00 AM (IST) .
• Strong facilitation, coaching, and communication skills.
• Proven ability to manage end-to-end training processes and evaluate learning outcomes.
• Experience with Learning Management Systems (LMS) and virtual training tools (e.g., MS Teams, Zoom, WebEx).
• Ability to adapt content and style to diverse learning audiences