Training and Development Officer

Published Date: 2025-01-10
Application Deadine: 2025-01-31

Number of Vacancy(ies): 1
Qualification: Bachelor's degree in IT, Business Administration, Human Resource or a related field.
Experience: Proven experience in a training and development role, preferably in a call center environment.
Contract of Employment: Full-time
Job Location: Jawalakhel, Lalitpur

Skills and Knowledge:

· Excellent verbal and written communication skills.

· Ability to convey complex information in a clear and concise manner.

· Ability to create engaging and comprehensive training materials, including audio-visual aids, handbooks, and online resources.

· Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint), video editing tools like ClipChamp, CapCut etc.

· Strong presentation skills to effectively deliver training sessions.

· Ability to assess training needs as per the agent requirement

· Capability to manage multiple tasks

Job Duties & Responsibilities:

· Prepare comprehensive training materials tailored to various units within the call center

· Regularly update training content to reflect market trends, new product updates, and customer service best practices.

· Facilitate the onboarding process for new call center agents, ensuring they understand company policies, procedures, products and tools.

· Conduct initial training sessions and provide necessary resources for new hires to succeed.

· Monitor new agents for one-month post-initial training to ensure smooth transition and effective application of learned skills.

· Listen to and evaluate new agents’ calls, providing immediate feedback and support as needed.

· Conduct ticket audits and review agents’ interactions to maintain quality standards.

· Sit with new agents daily to offer constructive feedback, encouragement, and coaching.

· Identify individual learning needs and tailor training approaches accordingly.

· Intervene and train existing agents as needed.

· Use learning and development tools (LMS)

· Track and report on the progress of new agents, highlighting areas of improvement and success by maintaining accurate records of training activities, attendance, and outcomes.

· Collaborate with team leaders and supervisors to ensure consistent and comprehensive support for all agents.

· Research and implement new learning and development tools to enhance training effectiveness.

· Ensure all training materials are up-to-date and accessible to all agents.

· Prepare and present reports on training activities and effectiveness to call center supervisors & managers