عن الوظيفة
Job Title: Call Center Trainer
Job SummaryWe are looking for an experienced and engaging Call Center Trainer to design, deliver, and evaluate training programs that enhance the performance of customer service representatives.
The Trainer will be responsible for onboarding new hires, upskilling existing agents, and ensuring alignment with company standards, client requirements, and service excellence goals.
Key ResponsibilitiesConduct new hire training (NHT) for customer service agents, including product knowledge, systems, and soft skills.Deliver ongoing training sessions, refresher courses, and upskilling programs.Develop and update training materials, manuals, and e-learning content.Facilitate role-plays, simulations, and practical exercises to reinforce learning.Assess trainee performance through tests, certifications, and nesting support.Work closely with QA and Operations teams to identify performance gaps and training needs.Monitor trainee progress during nesting and provide coaching and feedback.Maintain training records, reports, and performance metrics.Ensure all training aligns with client expectations, compliance requirements, and internal standards.Support continuous improvement initiatives and training effectiveness evaluation.
Qualifications & RequirementsBachelor’s degree or equivalent experience.0.5–2 years of experience in a call center environment (training experience preferred).Strong knowledge of call center operations and KPIs (CSAT, AHT, FCR, etc.).Excellent presentation, facilitation, and communication skills.Ability to engage diverse learners and adapt training styles.Strong organizational and time management skills.Proficiency in Microsoft Office (PowerPoint, Excel) and training tools.Experience with LMS (Learning Management Systems) is a plus.
Key CompetenciesTraining & facilitation skillsCommunication & presentationCoaching & mentoringInstructional designAdaptability & creativityPerformance analysis
Qualifications & RequirementsBachelor’s degree or equivalent experience.0.5–2 years of experience in a call center environment (training experience preferred).Strong knowledge of call center operations and KPIs (CSAT, AHT, FCR, etc.).Excellent presentation, facilitation, and communication skills.Ability to engage diverse learners and adapt training styles.Strong organizational and time management skills.Proficiency in Microsoft Office (PowerPoint, Excel) and training tools.Experience with LMS (Learning Management Systems) is a plus.
Key CompetenciesTraining & facilitation skillsCommunication & presentationCoaching & mentoringInstructional designAdaptability & creativityPerformance analysis
