Call Centre Trainer Jobs Opening in Writer Information at Nandanam, Agra-Others, Chennai, Agra
Job Description
Are you passionate about training and developing high-performing teams in a dynamic call center environment? We are looking for an experienced Call Centre Trainer to join our team!
Key Responsibilities:
1. Training Program Development:
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Develop and update training materials, including manuals, presentations, e-learning modules, and quizzes, in line with company policies and industry best practices.
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Create comprehensive training schedules and ensure that the content is aligned with business objectives and customer service goals.
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Regularly assess the effectiveness of training programs and make adjustments as needed to enhance learning outcomes.
2. New Hire Training:
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Conduct onboarding training sessions for new hires, covering all necessary aspects of their job, including call handling techniques, customer service standards, systems training, and company policies.
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Ensure that new employees are familiar with internal tools, CRM systems, and phone systems they will use daily.
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Provide hands-on practice and real-time simulations to help agents prepare for live customer interactions.
3. Ongoing Training and Development:
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Conduct regular refresher courses and skills development sessions for existing call center agents.
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Identify skill gaps or areas for improvement and develop targeted training sessions to address those needs (e.g., handling difficult customers, improving first-call resolution, etc.).
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Stay up-to-date with industry trends and customer service best practices, incorporating them into training sessions.
4. Coaching and Performance Support:
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Provide one-on-one coaching and feedback to agents to improve their performance.
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Monitor agent performance post-training and offer additional support where necessary, such as shadowing calls or conducting role-playing exercises.
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Use performance data, such as call quality scores and KPIs, to guide coaching sessions and address specific areas of concern.
5. Quality Assurance and Monitoring:
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Monitor and evaluate call center agents’ interactions (calls, chats, emails, etc.) to ensure adherence to company standards, policies, and best practices.
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Conduct call audits and provide feedback to agents on areas of improvement.
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Collaborate with the Quality Assurance team to maintain high service levels and ensure that agents meet performance benchmarks.
6. Assessing Training Effectiveness:
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Collect feedback from trainees and team leaders to assess the effectiveness of training programs.
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Use assessments, tests, and evaluations to measure training progress and the agents’ understanding of the materials presented.
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Provide regular reports on training outcomes and identify areas for improvement in training strategies.
7. Collaboration and Coordination:
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Work closely with team leaders, supervisors, and managers to understand training needs and performance challenges.
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Collaborate with HR and recruitment teams to ensure that new hires receive the appropriate level of training.
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Communicate with other departments to ensure the consistency of the training program with organizational goals and objectives.
8. Administering and Tracking Training Records:
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Maintain records of training sessions, attendance, and progress for each agent.
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Keep track of certifications, training milestones, and follow-up assessments for team members.
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Report on training outcomes and provide feedback to management about agent development and training needs.
More information about this Call Centre Trainer Job
Please go through the below FAQs to get all answers related to the given Call Centre Trainer job
- What are the job requirements to apply for this Call Centre Trainer job position?
- Ans: A candidate must have a minimum of 2 to 3+ year experience as an Call Centre Trainer
- What is the qualification for this job?
- Ans: The candidate can be a Graduate from any of the following: BA, BBA/BBM, BBS
- What is the hiring Process of this job?
- Ans: The hiring process all depends on the company. Normally for an entry level, hiring the candidate has to go for Aptitude, GD (If they look for communication),Technical test and face to face interviews.
- This Call Centre Trainer is a work from home job?
- Ans: No ,its not a Work from Home Job.
- How many job vacancies are opening for the Call Centre Trainer position?
- Ans: There are immediate 1 job openings for Call Centre Trainer in our Organisation.
Job Particulars
About Company
Chennai 
2 to 3+ Years 
Salary not disclosed 
MSc 
