Trainer

We are seeking a highly knowledgeable and performance-driven Call Centre Trainer responsible for equipping agents with the skills, knowledge, and confidence required to succeed in a fast-paced call center environment.

This role requires someone who is not only an excellent trainer but also a deep subject matter expert on the company's products, systems, processes, and sales or service strategies. You will be the go to authority for operational knowledge and will play a key role in ensuring agents perform consistently at a high level.

You will work closely with Operations, Team Leaders, Quality Assurance, and Management to ensure training programs directly support business performance and operational standards.

• New Hire Training
  
  
  
  • Deliver structured onboarding programs for new agents covering products, systems, processes, compliance, and call handling techniques.
  
  
  • Ensure all trainees meet competency standards before graduating to the production floor.
  
  
  • Conduct knowledge assessments and performance evaluations during training.
  
  
  • Act as the primary knowledge resource for agents and management on products, processes, and call centre systems.
  
  
  • Maintain a deep understanding of company offerings, policies, and operational procedures.
  
  
  • Provide clarification and guidance when complex customer or operational queries arise.
  
  
  
  


• Sales & Skills Coaching
  
  
  
  • Deliver coaching sessions to improve sales performance, objection handling, call control, and communication skills.
  
  
  • Identify skill gaps within teams and provide targeted training interventions.
  
  
  
  


• Training Material Development
  
  
  
  • Design and maintain training manuals, presentations, scripts, and learning materials.
  
  
  • Ensure training content remains accurate and aligned with product updates and operational changes.
  
  
  
  


• Call Quality & Performance Improvement
  
  
  
  • Review call recordings and collaborate with Quality Assurance teams to identify areas for improvement.
  
  
  • Conduct refresher training sessions based on performance trends and operational needs.
  
  
  
  


• System & Process Training
  
  
  
  • Train agents on internal systems, CRM platforms, dialer tools, and operational workflows.
  
  
  • Ensure agents are fully competent in navigating systems required for daily performance.
  
  
  
  


• Performance Reporting
  
  
  
  • Track training outcomes such as graduation rates, post-training agent performance, and coaching effectiveness.
  
  
  • Provide feedback to management on training needs and operational knowledge gaps.
  
  
  
  


• Operational Support
  
  
  
  • Support Team Leaders and Operations Managers by providing expert guidance on campaigns, processes, and best practices.
  
  
  
  

• Proven experience as a Trainer within a call centre or BPO environment.


• Strong subject matter expertise in call centre operations, sales processes, or customer service frameworks.


• Excellent presentation, facilitation, and coaching abilities.


• Ability to translate complex processes into clear and practical training.


• Strong knowledge of CRM systems, dialer platforms, and call centre technology.


• Proficiency in Microsoft Office or Google Workspace.

• Deep product and process knowledge


• Strong coaching and mentoring ability


• Excellent communication and presentation skills


• Ability to simplify complex information