Training and Development Officer
· 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
· 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