Trainer- Call Centre

2 weeks ago

Islamabad, Islamabad, Pakistan Awami Financial (Private) Limited Full time

The Trainer is responsible for developing and delivering training programs to new and existing call center agents. The role ensures agents are well-equipped with communication skills, product knowledge, customer handling techniques, and system proficiency to meet performance standards and deliver quality service.

Key Responsibilities

  • Conduct onboarding training for new call center agents on company policies, processes, and systems.
  • Deliver job-specific training covering communication skills, customer service etiquette, call handling procedures, and script adherence.
  • Train agents on CRM systems, call center tools, and workflows.
  • Prepare and update training materials, presentations, manuals, assessments, and SOPs.
  • Evaluate trainees through quizzes, role plays, mock calls, and assessments to gauge readiness.
  • Work closely with Team Leads, QA, and Operations to ensure training content aligns with current needs and trends.
  • Maintain training attendance, performance records, and daily/weekly batch reports.

Requirements

  • Bachelor's degree preferred.
  • Proven experience as a Trainer or Senior Agent in a call center environment.
  • Strong communication, presentation, and facilitation skills.
  • Good understanding of call center operations, customer service techniques, and system workflows.
  • Ability to design engaging training material.
  • Strong analytical and reporting skills.
  • Excellent command of MS Office and training tools.
  • Ability to manage multiple batches and handle large groups confidently.

Job Type: Full-time

Work Location: In person

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