Trainer (Contact Centre)

Job Responsibility

• Training Program Development : Design and develop comprehensive training programs that cover process and procedural knowledge essential for operations.
• Create engaging training materials, including manuals, process guides, presentations, and e-learning modules.
• Training Delivery : Conduct effective training sessions, to facilitate knowledge transfer and skill development among call center agents.
• Utilize various training methodologies, such as role-playing, simulations, develop e-learning & tutorial video and group discussions, to enhance learning.
• Onboarding New Employees : Facilitate the onboarding process for new hires, ensuring they are adequately trained on company policies, procedures, and customer service protocols.
• Provide ongoing support and guidance during the initial ramp-up period to ensure a smooth transition into their roles.
• Performance Assessment and Feedback : Monitor and assess the effectiveness of training programs through evaluations, feedback, and performance metrics.
• Provide constructive feedback to agents post-training to reinforce learning and address any knowledge gaps.
• Collaboration and Continuous Improvement : Work closely with Quality Assurance and Operations teams to identify training needs and areas for improvement based on performance metrics and customer feedback.
• Update training programs and materials regularly to reflect any changes in processes, technology, or best practices.
• Coaching and Mentorship : Offer ongoing coaching and mentoring to agents to reinforce learning and improve performance.
• Act as a resource for agents, providing guidance and support as they apply their training in day-to-day interactions.
• Reporting and Documentation : Maintain accurate records of training sessions, attendance, and assessment results.
• Prepare reports for management detailing training outcomes, participant progress, and recommendations for further development.

Job Requirements

Job Benefits

Working Hours

Working Location

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