Call Centre Trainer

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.