Description
Trainer will be responsible for developing, delivering and evaluating training programs for call centre agents. Develop and implement new training programs as needed. Create and update training modules to keep pace with industry trend and changes in services. Maintain a training program schedule and calendar. Provide training and instruction to customer service representatives to ensure successful performance of job duties. Ensure that training sessions are engaging, informative and effective. Collaborate with team leaders to identify areas of improvement and adjust training programs accordingly. Provide feedback and recommendations for improvement based on quality assurance findings. Maintain accurate records of training attendance, performance evaluation and training programs updates. Perform other duties as required by supervisor.
Required skills and Abilities. Bachelor degree in relevant field preferred. 3+ years’ call centre training experience Strong knowledge of call centre operations, customer service best practice and relevant industry trends. Ability to train all levels of customer service Agents. Strong interpersonal, communication, and presentation skills Ability to adopt to a dynamic and fast paced work environment. Ability to train with presentations, videos, and hands-on exercises. Strong organizational and analytical skills.