Job Summary:

- The Trainer is responsible for designing, developing, and delivering training programs to call center staff.
- The role ensures that all team members are equipped with the necessary knowledge and skills to provide excellent customer service and meet performance standards.
- The trainer will collaborate with management and subject matter experts to identify training needs and continuously improve training materials. Key Responsibilities:
- Conduct initial training for new hires, including product knowledge, communication skills, customer service techniques, and call center software usage.
- Develop training content such as manuals, presentations, e-learning modules, and other instructional materials.
- Facilitate workshops, refresher courses, and ongoing training sessions to improve performance and update employees on new policies and products.
- Evaluate the effectiveness of training programs through assessments, feedback, and performance monitoring.
- Provide one-on-one coaching and mentoring to agents when necessary.
- Collaborate with supervisors and quality assurance teams to identify areas for improvement.




- Track and report on training progress and results.
- Stay updated on industry best practices and recommend process enhancements.

Qualifications:

- Bachelor's degree.
- Minimum of 2-3 years of experience in a call center environment, with at least 1 year in a training role.
- Excellent presentation and communication skills.
- Strong knowledge of call center operations and customer service principles.
- Proficiency in using learning management systems (LMS) and Microsoft Office Suite.
- Ability to adapt training styles to accommodate various learning preferences.
- Robust organizational and time management skills.

Preferred Qualifications:

- Certification in training and development (e.g., CPTD, ATD) is a plus.
- Experience with e-learning tools and video conferencing platforms.
- Knowledge of quality assurance practices and performance metrics. Work Environment:
- Office-based environment with the possibility of remote training sessions.
- May require occasional travel for training at multiple sites.

📌 Walk-in || Trainer (Hyderabad)
🏢 Shriram Life Insurance
📍 Hyderabad