Call Centre Trainer at Brites Management

DUTIES AND RESPONSIBILITIES

• Develop, update, and maintain comprehensive training content tailored to the needs of the Call Centre team.
• Conduct 2 training sessions per week to enhance call handling skills, product knowledge, customer service techniques, and problem-solving abilities.
• Evaluate individual and team performance to identify training needs and recommend appropriate development interventions.
• Provide coaching and feedback to Call Centre agents to ensure they meet performance targets.
• Design engaging, interactive training methods to maximize learning and retention.
• Monitor and assess the effectiveness of training programs and make improvements where necessary.
• Ensure training materials comply with the company’s policies and procedures.
• Collaborate with management to align training with company goals and call centre KPIs.

KEY REQUIREMENT SKILLS AND QUALIFICATION

• Bachelor’s Degree in a relevant Business field.
• 2-5 years of experience as a Call Centre Trainer, with proven expertise in developing and delivering training content.
• Excellent communication, coaching, and presentation skills.
• Strong organizational skills and ability to manage multiple training sessions and updates.
• Proficiency in modern training tools and platforms.
• Ability to assess agent performance and tailor training accordingly.