Role and Responsibilities

•  Design, develop, and deliver training programs and materials for contact center agents, ensuring alignment with organizational goals, objectives, and industry best practices.
•  Conduct training sessions, both in-person and virtually, to educate agents on contact center operations, customer service techniques, product knowledge, systems and tools usage, and company policies and procedures.
•  Create engaging and interactive training materials, including presentations, job aids, e-learning modules, and assessments, to enhance learning retention and transfer of knowledge.
•  Collaborate with subject matter experts, supervisors, and other stakeholders to identify training needs and develop appropriate content and materials.
•  Evaluate training effectiveness through assessments, knowledge checks, and feedback sessions, and make necessary adjustments to training programs to ensure continuous improvement.
•  Provide individual coaching and support to agents, addressing performance gaps and helping them develop the necessary skills and knowledge to meet performance goals.
•  Keep up to date with industry trends, best practices, and emerging technologies related to contact center operations and customer service and incorporate relevant information into training programs.
•  Stay informed about changes in products, services, systems, and policies, and update training materials and content accordingly.
•  Assist with onboarding new agents, conducting orientation sessions, and ensuring a smooth transition into their roles.
•  Collaborate with supervisors and quality assurance teams to identify performance improvement opportunities and provide targeted training interventions as needed.
•  Maintain accurate records of training activities, attendance, and performance evaluations.
•  Learner retention rate.
•  Job performance impact. 

Experience Profile​​​​​​​

•  Proven experience as a Contact center Trainer or in a similar role within a contact center environment.
•  Strong knowledge of contact center operations, customer service principles, and best practices.
•  Excellent communication and presentation skills, with the ability to deliver training sessions in an engaging and impactful manner.
•  Proficiency in instructional design principles and adult learning techniques.
•  Experience creating training materials and utilizing various training delivery methods, including classroom training, e-learning, webinars, and on-the-job training.
•  Familiarity with learning management systems LMS and other training technology platforms.
•  Strong analytical and problem-solving skills, with the ability to assess training needs, evaluate training effectiveness, and make data-driven recommendations for improvement.