Process Trainer Job in One Point Business Solution

To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.

Trainer Responsibilities:

• Developing call center's education materials, such as digital presentations, how-to manuals, and instructional videos.

• Preparing procedures and policies regarding sales techniques and appropriate agent conduct.

• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.

• Training experienced employees on new or updated call center procedures to improve their performance.

• Observing the daily operations of call centre employees and identifying any areas of improvement.

• Liaising with team leaders and managers to conduct on-the-job coaching.

• Measuring the effectiveness of training sessions and preparing individual or team progress reports.

• Creating and managing the training budget.

• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

Trainer Requirements:

• A bachelor's degree from recognized university.

• Any additional certification will be an add on.

• At least 1-2 years experience working as a call center trainer or team leader.

• Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.

• Excellent knowledge of sales techniques and customer service best practices.

• Strong teaching abilities and mentoring skills.

• Good communication, interpersonal, and conflict resolution skills.

• Ability to provide leadership to personnel in a fast-paced and stressful work environment.

Job Location:

Thane, Wagle Industrial Estate, Maharashtra.