Job Purpose
The Trainer is responsible for delivering effective training programs for new hires and existing BDE & TCs in the contact centre/FOS. The role ensures agents are equipped with the necessary product knowledge, process understanding, soft skills, and compliance awareness to deliver excellent customer service.
Key Responsibilities
- Conduct onboarding, product and Process training for new contact centre agents & BDEs at FOS.
- Deliver refresher and upskilling programs to existing staff on products, processes, systems, and customer service skills.
- Develop training materials, modules, and assessments tailored to business needs.
- Assess training effectiveness through tests, role-plays, and post-training evaluations.
- Partner with Quality, Operations, and HR teams to identify training needs and skill gaps.
- Monitor agent/BDE performance post-training to measure knowledge retention and application.
- Maintain training records, reports, and dashboards for management review.
- Keep updated on product/process changes and ensure timely communication to teams.
- Drive continuous improvement in training methods (classroom, e-learning, on-the-job training).
Key Skills & Competencies
- Strong facilitation, presentation, and public speaking skills.
- Ability to simplify complex information for easy understanding.
- Excellent communication and interpersonal skills.
- Strong organizational and time management skills.
- Knowledge of adult learning principles and training methodologies.
- Familiarity with contact centre operations, KPIs (AHT, CSAT, FCR, QA scores).
- Proficiency in MS Office and training tools (e-learning platforms, LMS, etc.).
Qualifications & Experience
- Graduate in any discipline (preferred: Business, Communications, HR, or related field).
- 13 years of experience as a Trainer, preferably in a contact centre environment.
- Experience in customer service, sales, or technical support will be an added advantage.
- Exposure to coaching, mentoring, and performance support activities.
Performance Metrics
- Training effectiveness scores (post-training evaluation results).
- Improvement in agent performance post-training.
- Reduction in errors and escalations linked to training gaps.
- Feedback scores from trainees and supervisors.
