Job Description

Overview:The BPO Call Center Trainer plays a crucial role in the training and development of call center representatives. They are responsible for ensuring that all call center employees are equipped with the necessary skills and knowledge to deliver high-quality customer service and meet performance targets.Key Responsibilities:

• Design and conduct training programs for new and existing call center staff
• Assess training needs and develop training materials
• Provide coaching and support to call center agents to improve performance
• Monitor and evaluate trainee performance and learning progress
• Collaborate with management to identify training needs and performance gaps
• Assist in the onboarding process for new call center employees
• Update training materials and methods based on feedback and performance data
• Develop and implement training strategies to enhance customer service skills
• Provide feedback on training program effectiveness and make improvements
• Conduct regular performance evaluations and provide constructive feedback to employees

• Bachelor\'s degree in a related field or equivalent work experience
• Proven experience in a BPO call center environment
• Previous experience in a training or coaching role
• Excellent communication and interpersonal skills
• Strong understanding of customer service principles
• Ability to assess training needs and adapt training programs accordingly
• Demonstrated ability to provide constructive feedback and support to employees
• Proficient in using training tools and platforms
• Ability to work effectively in a fast-paced and dynamic environment
• Strong problem-solving and decision-making abilities
• Ability to analyze and interpret performance data

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