Subject Matter Expert

Role & responsibilities Design, develop, and deliver training programs for new hires and existing representatives, focusing on product knowledge, customer service skills, and call-handling techniques Create and maintain training materials, including manuals, guides, and presentation materials Conduct needs assessments to identify training gaps and develop targeted training programs to address them Deliver training sessions, workshops, and coaching sessions to small and large groups of representatives Evaluate the effectiveness of training programs and make recommendations for improvement Collaborate with call center management to develop and implement training strategies that align with business objectives Provide feedback and coaching to representatives to improve performance and address skill gaps Stay up-to-date with industry trends, best practices Preferred candidate profile At least 1 year of experience in a call center environment, with a proven track record of delivering training programs Excellent training, facilitation, and presentation skills Ability to design and develop engaging training materials and programs Notice Period: Candidates who are available to start soon will be considered favorably