Specialist - Trainer [SH]

We are looking for a Call Centre Trainer to develop, implement, and facilitate training programs that enhance the skills and performance of customer service representatives. This role ensures that new hires and existing employees are equipped with the necessary knowledge, tools, and competencies to deliver exceptional customer service. The trainer collaborates with operations, quality assurance, and HR teams to align training program with business objective and performance goals.

Key Reponsibilities:

• Design and deliver engaging training programs for new hires and tenured employees.
• Conduct onboarding sessions, soft skills training, product/process training, and refresher courses.
• Develop training materials, including manuals, presentations, e-learning modules, and job aids.
• Assess training effectiveness through assessments, feedback, and performance analysis.
• Partner with Operations and Quality teams to identify skill gaps and training needs.
• Maintain training records and prepare reports on training effectiveness and employee progress.
• Keep training content updated with the latest company policies, products, and industry trends.
• Provide coaching and support to employees to improve customer service and communication skills.
• Organize workshops, role-plays, and interactive sessions to enhance learning retention.
• Assist in the development of performance improvement plans for underperforming agents.

Key Requirements:

• Bachelor's degree or equivalent experience in Training, HR, or a related field.
• 2+ years of experience as a trainer in a call centre environment.
• Strong communication, presentation, and facilitation skills.
• Ability to adapt training methods to different leaning styles.
• Proficienct in training software and tools (LMS, e-learning platforms, etc.).
• Analytical mindset to assess training effectiveness and agent performance.
• Excellent interpersonal skills to engage and motivate trainees.
• Knowledge of customer service best practices, call centre metrics, and KPIs.