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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.\nKey Reponsibilities:\nDesign and deliver engaging training programs for new hires and tenured employees. \nConduct onboarding sessions, soft skills training, product/process training, and refresher courses. \nDevelop training materials, including manuals, presentations, e-learning modules, and job aids. \nAssess training effectiveness through assessments, feedback, and performance analysis. \nPartner with Operations and Quality teams to identify skill gaps and training needs. \nMaintain training records and prepare reports on training effectiveness and employee progress. \nKeep training content updated with the latest company policies, products, and industry trends. \nProvide coaching and support to employees to improve customer service and communication skills. \nOrganize workshops, role-plays, and interactive sessions to enhance learning retention. \nAssist in the development of performance improvement plans for underperforming agents.\nKey Requirements:\nBachelor's degree or equivalent experience in Training, HR, or a related field. \n2+ years of experience as a trainer in a call centre environment. \nStrong communication, presentation, and facilitation skills. \nAbility to adapt training methods to different leaning styles. \nProficienct in training software and tools (LMS, e-learning platforms, etc.). \nAnalytical mindset to assess training effectiveness and agent performance. \nExcellent interpersonal skills to engage and motivate trainees. \nKnowledge of customer service best practices, call centre metrics, and 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