.**Overview**:As a Call Center Training Lead, you play a critical role in ensuring the success and efficiency of our call center operations through comprehensive training and support. You are responsible for training and assisting agents to ensure they have the skills, knowledge, and confidence needed to deliver exceptional customer service. Additionally, you handle both voice and non-voice tasks to maintain a deep understanding of call center operations.**Key Responsibilities**:- Conduct training sessions for new hires, focusing on product knowledge, customer service skills, and call center procedures.- Provide ongoing coaching and support to agents to help them improve their performance and meet targets.- Develop training materials, including presentations, job aids, and simulations, to enhance learning effectiveness.- Collaborate with the Training Supervisor to identify training needs and develop strategies to address them.- Assist call center agents with challenging customer interactions, providing guidance on handling difficult situations effectively.- Serve as a resource for agents, answering questions and providing on-the-job support as needed.- Conduct side-by-side coaching sessions with agents to observe their performance and provide feedback for improvement.- Maintain accurate records of training activities, including attendance, performance evaluations, and feedback.- Generate reports on training effectiveness and agent performance to track progress and identify areas for improvement.- Document best practices and frequently asked questions to facilitate knowledge sharing among agents.- Handle both voice and non-voice tasks to maintain proficiency in call center operations.- Adhere to call center protocols and quality standards while interacting with customers and processing transactions.- Proactively identify opportunities to enhance training programs and materials based on feedback from agents and supervisors.- Participate in quality calibration sessions to ensure alignment between training and quality assurance initiatives.- Stay updated on industry trends and best practices in call center training and customer service.- Work closely with the Training Supervisor and other team members to ensure consistency in training delivery and messaging.- Collaborate with Quality Assurance and Call Center Leadership to address training needs and improve overall performance.- Participate in meetings and discussions to provide input on training-related topics and initiatives.**Qualifications**:- High school diploma or equivalent (Bachelor's degree preferred).- Minimum of 2 years of experience in a call center environment, with at least 1 year in a training or coaching role.- Strong communication and interpersonal skills.- Ability to adapt training techniques to accommodate different learning styles.- Excellent problem-solving and decision-making abilities.- Ability to work independently and as part of a team