Key Responsibilities:

• Design, develop, and implement training programs for call center agents, ensuring they meet company goals and client expectations.
• Conduct new hire training sessions and ongoing training for current agents to improve performance and product knowledge.
• Evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
• Collaborate with call center management to identify training needs and skill gaps.
• Create and maintain training documentation, materials, and online resources.
• Provide coaching and feedback to agents to enhance their skills and performance.
• Stay updated on industry trends and call center best practices to continuously improve training content.
• Conduct performance evaluations and assessments to track agents' progress.

Qualifications:

• Bachelor's degree in Business, Education, Communications, or related field (preferred).
• 3+ years of experience in a call center environment, with at least 1 year in a training role.
• Strong knowledge of call center operations, metrics, and performance standards.
• Proven experience in designing and facilitating training programs.
• Excellent communication, presentation, and interpersonal skills.
• Ability to adapt training styles to different learning needs and preferences.
• Strong analytical skills to assess training needs and evaluate the effectiveness of training.
• Proficiency with Learning Management Systems (LMS) and other training tools.