JOB PURPOSE:
As a Trainer is to facilitate the development and improvement of call center agents' skills, knowledge, and performance to ensure the delivery of high-quality customer service and the achievement of organizational goals.
❖ Roles and Responsibility: -
1. Candidate should be from Call Center training background
2. Handling day-to-day Training to the candidates and call daily Centre operation.
3. Training on Call Center Job role as per NSQF Level to our call Centre agents
4. Training on setting goals and set deadlines for the task and achievement
5. Monitoring the Team performance and reporting on the performance metrics.
6. Motivating and leading the team members
7. Assign the campaign to the training and Check hourly agent performance.
8. Call Audit with feedback to callers for improvement on training and resolving the issues
9. MIS report sharing on daily basis
10. Maintain discipline of the call Centre as per industry norms.
11. Preparing the documents, maintain & keeping secure of the Centre.
❖ Require Experience and Skills: -
1. Proven work experience of 1-2 years as a Team leader or supervisor of Call Center.
2. Candidate will have a strong background in call centre operations, excellent communication skills, and a passion for mentoring.
3. Good computer skills and MS Excel will be an added advantage.
4. Good communication and leadership skills.
5. Organizational and Time-management skills.
6. Decision-making skills.