Job Description
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.
In a world where customers consistently interact with your brand across multiple channels-including digital and social-we at Startek value our ability to effectively garner those interactions and CX insights, analysing, unlocking, and providing intelligence that drives digital transformation and further revenues for you, our client.
Put simply: we break down the complexity of your customer lifecycle and help your customers build and sustain emotional connections with your brand.
Our tech-enabled and Human assisted digital solutions build both on your CX requirements and our business transformation expertise and willingness to consistently pivot, innovate, and take advantage of new digital technologies.
It’s a robust approach. We’ve partnered with global brands for over 3 decades now -working with them across their consumer value chain and providing new age customer experience solutions and insights that are helping them define and reach their target audiences with greater efficiency and better value for every dollar spent.
Our partnerships have always been about more than building emotional connections with customers; they are about using artificial intelligence, omnichannel orchestration and providing CX insights & technologies, that has the power for digital transformation We do this across 46 locations in 13 countries, with over 40,000 employees managing almost half a billion customer interactions every year for over 150 clients in different industries.
*** DISCLAIMER***
With the increase of remote positions since COVID, many companies have seen an increase in false representation recruiters and offering fraudulent positions/pay rates that do not exist.
These messages are from anonymous sources and crafted to appear as they are being sent from Startek recruiters. All communication from Startek will have an email address from “startek.com”.
Additionally, a scam message can request funds or other personal information prior to the offer letter being released. This is not a standard operating procedure for Startek to be employed with the organization.
Startek is not responsible for any fraudulent representing the company.