Call Center Trainer – Onboarding & Refresher Programs

About the role

We are looking for a dynamic Call Center Trainer to design and deliver onboarding and refresher training programs for our agents. You will play a key part in elevating customer service standards by equipping agents with the skills they need to succeed.

Key responsibilities

• Conduct onboarding sessions and periodic refresher courses for call center agents.
• Deliver training on customer service skills, communication techniques, product knowledge, and call handling procedures.
• Assess trainee performance, provide coaching, and give constructive feedback.
• Identify training gaps, propose improvement plans, and monitor the effectiveness of training initiatives.
• Prepare training materials, presentations, and interactive activities.
• Coordinate with Call Center Supervisors and management to align training needs with operational goals.
• Maintain accurate training records, attendance logs, and performance reports.
• Support continuous improvement of customer service standards.

Required profile

• Bachelor’s degree in Business Administration, Human Resources, or a related field.
• 2–4 years of experience in call‑center operations, preferably as a trainer, quality analyst, or team leader.
• Strong knowledge of call‑center processes, KPIs, and customer service standards.
• Excellent presentation and communication abilities.
• Strong coaching, problem‑solving, and reporting skills.

Required skills

• Excel