Call Center Trainer & Sales Trainer

Job Description

Responsibilities: Training Program Development: Design, develop, and implement comprehensive training programs for new hires and existing employees in areas such as: Customer service skills (active listening, empathy, problem-solving, communication) Sales techniques (needs analysis, product knowledge, objection handling, closing techniques) Call center operations (phone etiquette, call handling procedures, CRM usage) Soft skills (communication, teamwork, time management, stress management) Develop and maintain training materials, including manuals, presentations, role-plays, and assessments. Training Delivery: Deliver engaging and effective training sessions to both individual employees and groups. Utilize a variety of training methods, including classroom instruction, role-playing, simulations, and on-the-job training. Monitor trainee progress and provide constructive feedback and coaching. Conduct regular evaluations of training programs to assess effectiveness and identify areas for improvement. Performance Support: Provide ongoing support and coaching to employees after training to ensure successful knowledge transfer and skill application. Conduct performance reviews and identify areas for skill development. Develop and implement strategies to improve employee performance and address skill gaps. Quality Assurance: Monitor call quality and identify areas for improvement in customer service and sales performance. Provide feedback to management on employee performance and training needs. Stay Updated: Stay abreast of industry best practices, new training methodologies, and emerging trends in customer service and sales.