Explore the critical requirements, core duties, primary responsibilities, and key skills that should be included in a comprehensive Call Center Trainer job description.
What does a Call Center Trainer do?
A Call Center Trainer is someone who teaches and supports customer service employees to improve their job performance. They create educational materials, lead training sessions, identify areas for improvement, and keep employees motivated.
Job Description
We are looking for a dynamic Call Center Trainer to join our company. In this role, you will be responsible for training both new and experienced call center agents, managing the training budget, and supporting employees to stay productive.
In order to succeed as a Call Center Trainer, you should have a strong understanding of call center procedures and be knowledgeable in quality assurance. Ultimately, a great Call Center Trainer should be friendly, approachable, and have effective teaching and communication skills.
Job Duties and Responsibilities
- Create training materials, such as presentations, manuals, and videos.
- Develop procedures and policies for sales techniques and proper conduct for agents.
- Schedule and lead training sessions on various topics for new employees.
- Train experienced employees on new or updated procedures to improve performance.
- Observe daily operations and identify areas for improvement.
- Work with team leaders and managers to provide on-the-job coaching.
- Evaluate the effectiveness of training and prepare progress reports.
- Manage the training budget.
- Ensure employees maintain productivity and high levels of customer satisfaction.
Requirements and Qualifications
- Bachelor's degree in human resources or related field.
- Additional certification in business leadership, eLearning software, or adult education and training is preferred.
- At least 4 years of experience as a call center trainer or team leader.
- Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.
- Strong knowledge of sales techniques and customer service best practices.
- Effective teaching and mentoring skills.
- Excellent communication, interpersonal, and conflict resolution abilities.
- Ability to lead and support employees in a fast-paced and high-stress work environment.
Call Center Trainer Salary
The earning potential of a Call Center Trainer can vary significantly based on factors such as geographic location, industry, professional experience, educational background, and the specific employer. On average, the annual salary for an Call Center Trainer in the United States is approximately $55892.
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