Call Center Trainer – New Hire Training & Development

About the role

We are seeking a motivated Trainer to deliver onboarding training for new call‑center agents. The role focuses on ensuring trainees understand procedures, quality standards, and tools before moving to the Nesting phase, while providing ongoing coaching and support.

Key responsibilities

• Deliver structured training programs to new hires and answer their questions promptly.
• Coach trainees on specific development areas and set clear training expectations.
• Suggest improvements to training design and delivery methods.
• Identify training gaps, assess needs, and propose solutions to enhance learning outcomes.
• Monitor agent performance in collaboration with mentors and compile training reports.
• Maintain training documentation such as quizzes, exam links, and manuals for audits.
• Participate in calibration sessions, meetings, and act as a Subject Matter Expert for escalation.

Required profile

• College graduate of any discipline or equivalent.
• 6 months to 1 year of experience in training and development, preferably in a call‑center environment.
• Strong communication and presentation abilities.

Required skills

• Proficiency with presentation software (e.g., PowerPoint).
• Data management skills for organizing training records and reports.