Call Center Trainer

About the role

Empresa confidencial is looking for a call center trainer to schedule and conduct training for new and experienced call center agents, manage the training budget, and support employee productivity. The role calls for knowledge of call center procedures and quality assurance, along with effective teaching and communication skills.

Responsibilities

• Prepare procedures and policies regarding sales techniques and appropriate agent conduct.
• Schedule and conduct training sessions on call center topics to prepare and support new employees.
• Train experienced employees on new or updated procedures to improve their performance.
• Observe daily call center operations and identify areas for improvement.
• Liaise with team leaders and managers to conduct on-the-job coaching.
• Measure training effectiveness and prepare individual or team progress reports.
• Create and manage the training budget.
• Support employee productivity and high levels of customer satisfaction.

Requirements

• Previous experience working as a call center trainer or team leader.
• 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 in a fast-paced and stressful work environment.

Datos clave

• Previous experience as a call center trainer or team leader is required.
• The role includes training new and experienced call center agents.
• The trainer measures training effectiveness and prepares progress reports.
• The role includes creating and managing the training budget.