Job Description

We are looking for a dynamic call center trainer to join our client. In this role, you\'ll be responsible for scheduling and conducting training sessions for both new and experienced call center agents, managing the training budget, and supporting employees to keep productivity up.
To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.
Responsibilities:

• Developing call centers\' education materials, such as digital presentations, how-to manuals, and instructional videos.
• Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
• Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
• Training experienced employees on new or updated call center procedures to improve their performance.
• Observing the daily operations of call center employees and identifying any areas of improvement.
• Liaising with team leaders and managers to conduct on-the-job coaching.
• Measuring the effectiveness of training sessions and preparing individual or team progress reports.
• Creating and managing the training budget.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.

Requirements:

• Diploma or Degree in Human Resources, or any related field.
• At least 4 years\' experience working as a call center trainer or team leader.
• Additional certification in business leadership, eLearning software, or adult education and training would be good to have.
• Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.
• Excellent knowledge of sales techniques and customer service best practices.
• Excellent teaching abilities and mentoring skills.
• Good communication, interpersonal, and conflict resolution skills.
• Ability to provide leadership to personnel in a fast-paced and stressful work environment.

Interested candidates may send in their resume and cover letter directly to gem.cabria@manpower.com.sg (R1434374), stating the position as the subject title in the email.

Jireli Gem Mejia Cabria EA License No.: 02C3423 Personnel Registration No.: R1434374

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