Call Centre Trainer at Mango5

Job Description: 

As a BPO Call Centre Trainer, you will play a crucial role in the growth and success of our call center agents. You will be responsible for designing, delivering, and evaluating comprehensive training programs that empower our agents to provide exceptional customer service and achieve their performance goals. Your role will include, but not be limited to:

• Conducting new hire training to equip agents with the necessary knowledge and skills for their roles.
• Creating and updating training materials and resources to ensure they align with industry best practices and client requirements.
• Delivering ongoing training and coaching to existing agents to enhance their performance and customer service abilities.
• Monitoring and assessing agent performance through training assessments and call monitoring sessions.
• Identifying training needs and collaborating with management to develop targeted training initiatives.
• Staying up to date with the latest trends and developments in the BPO industry to continuously improve training programs.

Requirements

Requirements:

• Proven experience as a BPO Call Centre Trainer or similar role.
• Excellent communication and presentation skills.
• Strong knowledge of BPO call center operations and customer service principles.
• Ability to motivate and inspire individuals to achieve their best performance.
• Familiarity with training methodologies and adult learning principles.
• Outstanding organizational and time-management skills.
• Proficiency in relevant software applications and tools.
• A bachelor's degree in a relevant field is a plus.
• Train the Trainer qualifications/ Assessor’s qualification(non-negotiable)