Call Centre Trainer

Contact Centre Trainer

 

Designation

Contact Centre Trainer

Grade:  Assistant Manager

L1

Reporting to

 

Region HO

HO (Thane)

Function

Human Resources

Job Purpose

Build capability of our off-roll teams in the contact centre on product & process to deliver a superlative customer service experience.

Key responsibilities

  • Conduct thorough training needs analysis, skill gap analysis for the target audience working at the Contact Centre
  • Create the training content & facilitate training sessions for the target audience
  • Developing training materials for various instructional delivery methods including computer-based training (bots, interactive, classroom training, and written job aids)
  • Actively shadow and coach training participants on-the-job on customer service orientation & process
  • Accountable for achieving individual training performance metrics                  
  • Create assessments & certifications to evaluate readiness for performance on various customer service effectiveness & efficiency parameters
  • Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment      
  • Support and partner with CC Managers to transition agents from training to production environment, ensuring competency levels meet business needs (where required)         
  • Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation
  • Develop & modify the training curriculum basis feedback from managers/supervisors, customer NPS data and emerging training needs analysis
  • Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures

 

Qualification & experience

Graduation (in any stream)

Should have an experience of 4 to 5 years in Ecommerce/BPO/KPO/ITES/Aviation/BFSI domain

 

Essential skills

  • Strong orientation for customer service through process & interactions
  • Strong facilitation skills
  • Ability to convert process into engaging training content
  • Ability to coach for performance on-the-job
  • Ability to effectively communicate, both written and verbally
  • Proficient in Microsoft Office (Power Point)
  • Ability to multi-task, meet timelines on deliverables and detail oriented