Call Center Trainer

About the role

The company is looking for a call center trainer to schedule and run training sessions for new and experienced call center agents, manage the training budget and help staff keep productivity high. The ideal person has strong knowledge of call center procedures and quality assurance, and is friendly, approachable and an effective teacher.

Key responsibilities

• Prepare procedures and policies on sales techniques and appropriate agent conduct
• Schedule and deliver training on call center topics for new employees
• Train experienced staff on new or updated procedures to improve performance
• Observe daily operations and identify areas for improvement
• Work with team leaders and managers on on-the-job coaching
• Evaluate training effectiveness and prepare individual or team progress reports
• Create and manage the training budget
• Help employees maintain productivity and high customer satisfaction

Required profile

• Previous experience as a call center trainer or team leader
• Excellent knowledge of sales techniques and customer service best practices
• Strong teaching and mentoring abilities
• Good communication, interpersonal and conflict resolution skills
• Able to lead people in a fast-paced, stressful environment