Trainer Contact Center

What you'll be doing

• Design and deliver comprehensive training programs for contact center agents, covering topics such as product knowledge, customer service skills, and call-handling techniques

• Assess and evaluate agent performance, providing feedback and coaching to help them improve their skills.

• Collaborate with the management team to identify training needs and develop tailored solutions.

• Stay up-to-date with industry trends and best practices in contact center training, and implement changes to improve the effectiveness of training programs.

• Maintain detailed training records and reports to track the progress and development of agents.

• Assist in the onboarding and integration of new agents into the contact center team.

What we're looking for

• Minimum 2 years of experience as a Trainer or Instructor in a contact centre or customer service environment

• Strong knowledge of contact center operations, customer service principles, and best practices in training and development

• Excellent communication and presentation skills, with the ability to engage and motivate trainees

• Proficient in the use of training tools and technologies, such as learning management systems, virtual classrooms, and multimedia resources

• Adaptable to changes in the industry and able to quickly develop and implement new training programs

• Collaborative and team-oriented, with the ability to work closely with the contact center management team.

• Proficiency in English both spoken and written will be an advantage.