: Contact Center Trainer

Position Title: Trainer – Contact Center Operations

Department: Training & Quality

Reports To: Assistant Manager / Manager – Training & Quality

Location: In office / Corporate Center

Job Purpose

The Contact Center Trainer is responsible for delivering comprehensive end-to-end training programs for new hire batches and existing employees. This role focuses on equipping frontline agents with the necessary communication skills, product/campaign knowledge, system navigation expertise, and adherence to standard operating procedures (SOPs) to achieve a high level of operational efficiency and customer satisfaction.

Key Responsibilities & Duties

1. New Hire Onboarding & Certification

- Deliver structured foundation training, covering organization culture, process workflows, system applications, and soft skills.
- Manage new hire batches smoothly through the transition lifecycle from the classroom environment to live operations.
- Ensure a 100% post-training certification pass rate across all assigned batches, verifying that new team members meet corporate competency standards.
- Aim for high early-stage retention rates (target threshold of 80% or higher) through engaging training delivery and early lifecycle support.

2. Performance & Quality Enhancement

- Ensure all newly onboarded agents consistently meet or exceed the baseline quality performance threshold (e.g., 85% quality score) within their first 30 days on the floor.
- Minimize agent learning curves to accelerate the time required for new hires to become fully independent and productive.
- Collaborate closely with the Quality Assurance (QA) team by actively participating in regular call listening and calibration sessions to maintain auditing accuracy and consistency.

3. Content Development & SOP Management

- Proactively update, develop, and refine training curriculum, manuals, scripting templates, and critical documentation to align with evolving process requirements.




- Maintain an error-free repository of training materials to ensure data accuracy and reliability across dashboards.
- Design and execute targeted briefings, refreshers, and mandatory Process Knowledge Tests (PKTs) to maintain a highly compliant and knowledgeable floor.

4. Throughput & Operational Governance

- Execute and balance scheduled Training Needs Identification (TNI) calendars and refresher sessions alongside active batch responsibilities.
- Monitor, manage, and mitigate unplanned training shrinkage and ensure seamless timeline adherence for all training initiatives.
- Maintain a proactive approach to risk management, utilizing dip checks to minimize client and internal service escalations.
- Compile and deliver accurate, timely training dashboards, certification results, and trainee feedback metrics to leadership and internal stakeholder teams.

Required Competencies & Skills

- Instructional Delivery: Strong capability in conducting interactive training sessions, adapting training methodologies to suit diverse learning speeds.
- Process Orientation: Exceptional eye for detail regarding compliance, scripting requirements, and database/dashboard handling.
- Coaching & Feedback: Proven strength in providing constructive feedback using structured mechanisms to foster individual and team performance growth.
- Communication: Exceptional verbal and written communication skills with the ability to simplify complex technical or medical workflows.

Job Requirements & Qualifications

- Experience: Minimum 2–4 years of experience within a BPO/Contact Center environment, with at least 1–2 years of dedicated experience in a Trainer or Subject Matter Expert (SME) capacity.
- Education: Bachelor’s degree in any discipline (Specialization in human resources, business administration, or corporate training is a plus).
- Technical Proficiency: Hands-on experience working with CRMs, telephony systems, Learning Management Systems (LMS), and data tools (MS Excel/PowerPoint).

📌 Senior Executive (Kolkata)
🏢 Apollo Hospitals Enterprise
📍 Kolkata