Call Center Trainer

About the role

We are seeking a dedicated Call Center Trainer to design, deliver, and evaluate training programs for both new hires and seasoned agents. The role focuses on enhancing agent performance, maintaining productivity, and ensuring high customer satisfaction.

Key responsibilities

• Develop and update procedures and policies related to sales techniques and agent conduct.
• Schedule and conduct training sessions covering a range of call‑center topics for new employees.
• Provide refresher training to experienced agents on updated processes and best practices.
• Observe daily operations to identify performance gaps and improvement opportunities.
• Collaborate with team leaders and managers to deliver on‑the‑job coaching.
• Measure training effectiveness and generate individual or team progress reports.
• Create and manage the training budget.
• Monitor agent productivity and ensure high levels of customer satisfaction.

Required profile

• Previous experience as a call center trainer or team leader.
• Strong knowledge of sales techniques and customer service best practices.
• Excellent teaching, mentoring, and communication abilities.
• Interpersonal and conflict‑resolution skills.
• Leadership capability in a fast‑paced, high‑stress environment.

Required skills