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Education: Bachelors/Masters

Experience: 1-2 years of Call Center Training

Responsibilities:
Develops implements and modifies training program to ensure effectiveness of programs delivered to call center/customer service personnel.

Reports an individual’s progress and identifies additional training needs.

Assist in program development when there are new products and/or services.

Providing, monitoring, evaluating and recording effective training activities.

Design specific training programs to help develop or improve job-related skills.

Assesses training needs, develops training methods, writes procedure manuals and presents information using a variety of techniques, including discussions, role playing, team exercises and visual materials.

Able to effectively assist users with questions and problems associated with the use of desktop systems

Responsible for trainings of the new recruits.

Responsible for conducting refreshers trainings when required.

Responsible for conducting training for any new offer/product being introduced in the market.

Responsible for developing and updating the training manuals/material.

Responsible for conducting Training Need Analysis

Responsible for measuring and maintaining competencies of CSE staff at a set standard.

Responsible for contributing to manage team objectives through team work.

Participate in all team meetings and team building/Motivational exercises on daily / weekly / monthly basis.

Responsible for training calendar, scheduling, feedback and results.

Responsible for conducting competency-based quizzes to gauge impact and do TNA.