Call Centre Trainer

Job Description

we provide our clients with one of the best customer services in the industry. To do this, we need to ensure that our call centre agents are properly trained. We are looking for an experienced call centre trainer to join our team. The ideal candidate will have experience in call centre operations, training, and coaching. He/she will be responsible for developing and delivering training programs that will help our agents provide the best possible service to our clients. The trainer will also be responsible for evaluating the effectiveness of the training programs and making necessary adjustments.

• Design, develop, and deliver training programs for new and existing employees in a call canter environment
• Assess employee needs to determine training requirements and objectives
• Develop instructional materials, including e-learning modules, job aids, and cheat sheets
• Deliver training programs using a variety of methods, such as classroom instruction, webinars, and on-the-job coaching
• Evaluate the effectiveness of training programs and make recommendations for improvements
• Maintain up-to-date knowledge of call centre procedures and best practices
• Stay abreast of new technology and trends that can be used to improve call centre operations
• Collaborate with call canter managers to identify training opportunities and needs
• Manage the logistics of training events, including scheduling, venue selection, and equipment rental
• Keep accurate records of employee training progress and completion
• Provide feedback to management on the effectiveness of call canter training programs

• 5-8 years experience in a call canter environment
• 4-6 years experience training adults in a call canter environment
• Experience in Banking will be considered as an asset
• Excellent verbal and written communication skills
• Ability to develop creative and engaging training materials
• Proficient in Microsoft Office, with aptitude to learn new software and systems
• Strong time management and organizational skills

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Preferred Skills and Qualifications

• Bachelor’s degree in hr, education, instructional design, or related field
• Experience developing eLearning courses
• Experience with Learning Management Systems (LMS)
• Graphic design skills

• Opportunities to evolve into an international working environment
• Leading-edge technology
• Continuous trainings