.Call Center TrainerThe trainer's main objective is to prepare customer service representatives to perform their job effectively.
This includes providing new hired staff with product knowledge, company information, and the necessary customer service skills.
In addition to this, trainers provide cross training, new product training, updates, refreshers, and recursive training, and deliver training events and learning solutions using all mediums including in-class, e-learning, virtual facilitation, and blended techniques.Daily Activities:Deliver Training Sessions: Facilitate training programs such as new hire onboarding (GROW), soft skills, product training, or technical troubleshooting, ensuring alignment with both the curriculum and operational needs (PST).Provide hands-on, interactive learning experiences through live simulations, role-playing, and e-learning platforms (nesting).Support Agents on the Floor: Act as a floor walker during production periods, offering real-time support and guidance to agents, especially those in their incubation phase.Assist agents with technical troubleshooting, handling escalations, and providing coaching to improve their performance on live customer interactions.Track Agent Progress (30-60-90 Performance Tracking): Monitor the progress of agents undergoing training, especially new hires, by tracking assessments, participation, and engagement levels.Document individual agent performance, identifying those who may need additional support or coaching.Provide Feedback to the Training Supervisor: Communicate with the Training Supervisor daily to report any challenges, agent performance issues, or areas of improvement observed during training or on the production floor.Training Material Preparation: Review and prepare the necessary training materials, including slides, job aids, and system walkthroughs, ensuring content is up-to-date and relevant for the day's session.Weekly Activities:Meetings with the Training Supervisor: Participate in weekly check-ins with the Training Supervisor to review the week's activities, provide updates on training progress, and discuss any curriculum or delivery improvements needed.Training Session Evaluations: Review and analyze feedback from trainees and performance data to evaluate the effectiveness of the week's training sessions (deliberation).Adjust training delivery methods based on participant feedback or observed issues during sessions.Agent Performance Reviews: Collaborate with Operations Managers to discuss agent performance post-training, providing insights into areas where additional coaching may be needed.Conduct weekly follow-up coaching sessions for agents who require additional support or who are underperforming.Coordinating Next Week's Training: Plan and coordinate the training schedule for the upcoming week in collaboration with the Training Supervisor and Operations, ensuring all necessary materials and tools are ready