Call Center Trainer

About the role

We are seeking a friendly and approachable Call Center Trainer to design, deliver, and oversee training programs for both new hires and seasoned agents. You will ensure agents maintain high productivity, deliver excellent customer service, and meet sales targets.

Key responsibilities

• Prepare procedures and policies covering sales techniques and appropriate agent conduct.
• Schedule and conduct training sessions on various call‑center topics for new employees.
• Train experienced agents on updated procedures to boost performance.
• Observe daily operations, identify improvement areas, and provide feedback.
• Liaise with team leaders and managers to deliver on‑the‑job coaching.
• Measure training effectiveness and produce individual or team progress reports.
• Create and manage the training budget.
• Ensure agents sustain productivity and high customer‑satisfaction levels.

Required profile

• Previous experience as a call center trainer or team leader.
• Excellent knowledge of sales techniques and customer‑service best practices.
• Strong teaching, mentoring, and coaching abilities.
• Effective communication, interpersonal, and conflict‑resolution skills.
• Ability to lead personnel in a fast‑paced, stressful environment.

Required skills

• Excellent knowledge of sales techniques and customer‑service best practices.
• Strong teaching and mentoring abilities.
• Effective communication and interpersonal skills.
• Conflict‑resolution and leadership capabilities.