Contact Centers Trainer

**Contact Centers Trainer - Job Description**

**Job Overview**:
The Trainer is responsible for delivering training based on company’s client needs to meet the requirements of new hires, product updates, and recurring training at the company, supporting client programs with the goal of preparing the workforce to deliver the highest level of service and quality. This position requires certification in the Trainer Development Program TOT (101/102) and maintenance of that certification, providing guidance to readiness program trainers, reviewing and adjusting training materials as needed, and evaluating training programs using various methods and techniques.

**Key Responsibilities**:

- Responsible for the daily career guidance of employees within the learning environment of the Company’s courses and platforms, including monitoring the progress of new hires during the training period, offering developmental feedback, and providing readiness recommendations.
- Utilize effective presentation skills, innovative training techniques, and rapid skill acquisition methods in the classroom setting.
- Prepare and deliver training materials through classroom learning, hands-on demonstrations, and supporting activities.
- Accountable for achieving individual performance indicators related to training.
- Collaborate and share efforts with the operations team to ensure the smooth transition of new hires from training to the production environment, ensuring competency levels meet business needs.
- Maintain up-to-date product knowledge for each account through call interactions, attending meetings between clients and relevant departments, and using shadowing methods.
- Ensure effective and consistent communication with managers, colleagues, and other teams, including informal daily interactions with clients.
- Participating in support the curriculum design team in designing and developing training materials for different training delivery methods, including computer-based training, interactive classroom training, and written tools.
- Measure the effectiveness of training programs using a variety of methods—focus groups, interviews, and Training assessment surveys to lead to improvements in training tools and programs based on evaluation results.
- Participating in recommending any curriculum adjustments to the Training Manager/Supervisor based on feedback or training needs analysis.
- Participate in and contribute to a continuous learning culture by maintaining engagement with change management, product and service releases, policies, processes, and procedures.

**Job Requirements**
- A bachelor's degree in a related field from a four-year college or university is preferred, with 2-4 years of experience.
- Proven experience in training methodologies and interpersonal skills (communication skills, critical thinking, time management, team building, etc.).
- Excellent written and verbal communication skills.
- Proficiency in Microsoft Office Programs (PowerPoint, Excel & Word).
- Ability to multitask, prioritize, and meet deadlines for deliverables.
- A motivated and enthusiastic individual with the skills needed to develop and train team members to achieve performance standards.
- Strong attention to detail.
- Ability to act professionally and build strong relationships.
- Can Join to work within maximum 2 weeks.
- Proven Experience in Customer Services, Contact Centers is Must.

**Job Level Description**:
This position requires knowledge and experience in the specialty; it involves acquiring additional knowledge and skills at a higher level. The individual must have the ability to analyse and infer using standard procedures and principles. Knowledge of the organization, processes, and clients is essential, and the individual works to further develop their understanding within this scope. The role involves solving a range of simple problems.

**Disclaimer**
The information provided above is intended to describe the general nature of the work and the level of work performed by individuals assigned to this position. It is not meant to be an exhaustive list of all responsibilities, duties, and skills required of employees performing under this job title.
IHR is an equal opportunity employer. IHR evaluates qualified applicants regardless of race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability status, or any other legally protected characteristic.

Pay: ﷼1,500.00 - ﷼2,000.00 per month

Application Deadline: 02/03/2025