BPO Trainer

Job Profile – CCE Trainer

job Title:- CCE (Customer Care Executive) Trainer

Job Summary:

The CCE Trainer is responsible for training, coaching, and developing Customer Care Executives to ensure they deliver excellent customer service and meet organizational standards. The role involves designing training modules, conducting sessions, monitoring performance, and providing continuous skill development.

Key Responsibilities:-

* Conduct induction and product/process training for new hires.

* Design and deliver training modules on communication, soft skills, and customer handling techniques.

* Organize refresher training sessions to improve performance and address skill gaps.

* Monitor calls, chats, or interactions and provide constructive feedback to executives.

* Prepare training reports, assessments, and performance evaluation sheets.

* Collaborate with operations and quality teams to align training with business goals.

* Maintain updated knowledge of company policies, products, and customer service procedures.

* Motivate and mentor executives to achieve KPIs (Customer Satisfaction, FCR, AHT, etc.).

### **Skills & Competencies:**

* Excellent communication and presentation skills.

* Strong knowledge of customer service processes.

* Good interpersonal and mentoring abilities.

* Patience, empathy, and problem-solving skills.

* Ability to prepare engaging training content.

* MS Office proficiency (PowerPoint, Excel, Word).

Educational & Professional Requirements:

Graduate in any discipline (preferred: Business, Communication, HR).

Certification in training/soft skills (added advantage).

2–5 years of experience in customer service or training roles.

Career Path:**

* CCE Trainer → Senior Trainer → Training Manager → Learning & Development Manager

Job Type: Full-time

Pay: ₹10,000.00 - ₹20,000.00 per month

Language:

• English (Preferred)

Work Location: In person