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Call Centre Trainer

2 weeks ago

Rawalpindi Satellite Town, Pakistan AKY Services Pvt. Ltd Full time 50,000 - 60,000 per year

Job Summary: We are seeking an experienced and dynamic Call Center Trainer preferably female to develop and implement training programs that enhance the skills, knowledge, and performance of our customer service representatives. The Call Center Trainer will design, deliver, and evaluate training sessions, ensuring that our team is equipped to provide exceptional customer service and meet performance goals. The ideal candidate will have excellent communication, coaching, and organizational skills, along with the ability to motivate and develop a diverse team.

Key Responsibilities:

  • Training Program Development: Design, develop, and update training materials, including presentations, manuals, and e-learning modules, to align with company policies and customer service standards.
  • Training Delivery: Conduct engaging and interactive training sessions for new hires, as well as ongoing training for existing staff to improve skills, product knowledge, and customer service techniques.
  • Assessment and Evaluation: Regularly assess the performance of trainees through testing, monitoring, and providing feedback. Identify areas for improvement and adjust training methods accordingly.
  • Coaching and Mentorship: Provide one-on-one coaching and mentorship to agents to support their professional growth and enhance their job performance.
  • Performance Tracking: Collaborate with call center supervisors and management to track the performance of trained employees, ensuring they meet or exceed key performance indicators (KPIs).
  • Continuous Improvement: Stay updated on industry trends, best practices, and new technologies to continuously improve training programs and methodologies.
  • Training Administration: Manage training schedules, track attendance, and maintain accurate training records.

Qualifications:

  • Bachelor's degree in business, education, or related field preferred.
  • 1+ years of experience in call center operations, with at least 6 months in a training or coaching role.
  • Strong knowledge of call center metrics, procedures, and best practices.
  • Excellent presentation and facilitation skills.
  • Ability to assess training needs and tailor programs accordingly.
  • Strong interpersonal and communication skills.

Key Competencies:

  • Leadership and coaching abilities.
  • Problem-solving and critical thinking.
  • Adaptability and willingness to embrace change.
  • Patience and ability to work under pressure.
  • Strong organizational skills and attention to detail.

Benefits:

  • Competitive salary and benefits package.
  • Opportunities for professional development and growth.
  • A collaborative and supportive work environment.

How to Apply:

Interested candidates should submit their resume and a cover letter to the following WhatsApp Numbers

Job Type: Full-time

Pay: Rs50, Rs60,000.00 per month

Work Location: In person