As a Lead trainer, he/she would be to develop and update training programs that cover product knowledge, customer service skills
Conduct comprehensive training for new support team members
Provide constructive feedback and coaching to agents to improve their performance, soft skills, and customer interaction techniques
Collaborate with other trainers, subject matter experts, managers, and stakeholders to ensure training programs are effective and meet organizational needs

Responsibilities

Conduct new hire training programs for call centre representatives.
Develop onboarding plan for new hires. Follow up with new hires after completion of training to ensure they continue to improve their skills.
Conduct process knowledge tests and constantly assess their knowledge.
Have strong engagement with trainees and manage attrition during the training and OJT period
Facilitate certification process and ensure smooth handover to operations
Hand hold newly trained executives during the OJT program and ensure smooth movement of executives on to the production floor
Participate actively in developing training materials and constantly look for opportunities to enhance training content.
Collaborate with customer service supervisors quality team to identify training needs and conduct refresher training.
Coach and mentor customer support agents to support their professional development and career growth.
Certification in call center training or related areas is a plus
Identify opportunities for process improvements and provide recommendations to optimize call centre operations.
Develop training content including presentations, manuals, SOP learning materials

Skills

Proficient with Microsoft Office (PowerPoint, Word, Excel)
Should have experience in soft skills training
Should have experience in managing leading training related projects
Ability to conduct know our business sessions to other departments within the organization to create the visibility and to share the areas of opportunities in the business
Excellent communication and interpersonal skills
Good Analytical / Data Handling / data interpretation

Education Qualification

Role: Communication Trainer

Industry Type: IT Services & Consulting

Department: Teaching & Training

Employment Type: Full Time, Permanent

Role Category: Corporate Training

Education

UG: Any Graduate

PG: Any Postgraduate

Lead - Training