Skills and Knowledge

• Ability to conduct engaging training sessions for both new and existing employees.
• Creating structured training programs, materials, and presentations.
• Strong verbal and written communication skills for delivering clear instructions and feedback.
• Ability to guide and support employees through their learning journey.
• Ability to assess training effectiveness, identify gaps, and develop solutions.
• Ability to track progress and present training reports effectively.
• Assess employees’ skills and determine gaps to design appropriate training programs.
• Encourage participation and enthusiasm among trainees.
• Continuously refine training methodologies for better efficiency and effectiveness.
• Handle sensitive employee performance data with discretion.

Job Duties & Responsibilities

1. Training Material Development: Develop and maintain training manuals, presentations, e-learning modules, FAQs, and learning resources for different call center units.

2. Content Updates: Regularly update training materials based on product changes, company policies, customer feedback, and industry best practices.

3. New Employee Onboarding: Facilitate structured onboarding programs covering company policies, products, tools, processes, and job-specific responsibilities.

4. Training Delivery: Conduct interactive initial training sessions using practical demonstrations, role-plays, simulations, and hands-on exercises.

5. Post-Training Monitoring: Monitor newly onboarded agents during their first month, track performance, and provide regular guidance and coaching.

6. Quality Assessment: Evaluate calls, tickets, emails, and chat interactions to assess service quality, process adherence, and identify improvement areas.

7. Coaching & Development: Provide daily coaching, refresher sessions, and skill enhancement programs based on individual and team learning needs.

8. Training Progress Tracking: Maintain training records, attendance, assessments, and performance reports to measure learning effectiveness.

9. Coordination & Collaboration: Work closely with Team Leaders, Supervisors, and relevant departments to identify training needs and align programs with business objectives.

10. Training Innovation: Research and implement effective training tools, LMS platforms, digital learning methods, and other innovative approaches.

11. Reporting & Improvement: Prepare training reports for management, highlight performance gaps, evaluate training effectiveness, and recommend improvements.