BPO Call center Trainer

Overview:

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

Required Qualifications:

• Bachelors 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 fastpaced and dynamic environment
• Strong problemsolving and decisionmaking abilities
• Ability to analyze and interpret performance data

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