Prepare comprehensive training materials tailored to various units within the call center
Regularly update training content to reflect market trends, new product updates, and customer service best practices.
Facilitate the onboarding process for new call center agents, ensuring they understand company policies, procedures, products and tools.
Conduct initial training sessions and provide necessary resources for new hires to succeed.
Monitor new agents for one-month post-initial training to ensure smooth transition and effective application of learned skills.
Listen to and evaluate new agents’ calls, providing immediate feedback and support as needed.
Conduct ticket audits and review agents’ interactions to maintain quality standards.
Sit with new agents daily to offer constructive feedback, encouragement, and coaching.
Identify individual learning needs and tailor training approaches accordingly.
Intervene and train existing agents as needed.
Use learning and development tools (LMS)
Track and report on the progress of new agents, highlighting areas of improvement and success by maintaining accurate records of training activities, attendance, and outcomes.
Collaborate with team leaders and supervisors to ensure consistent and comprehensive support for all agents.
Research and implement new learning and development tools to enhance training effectiveness.
Ensure all training materials are up-to-date and accessible to all agents.
Prepare and present reports on training activities and effectiveness to call center supervisors & managers
Job Specification
Number of Vacancy(ies): 1
Qualification: Bachelor's degree in IT, Business Administration, Human Resource or a related field.
Experience: Proven experience in a training and development role, preferably in a call center environment.
Contract of Employment: Full-time
Job Location: Jawalakhel, Lalitpur
Skills and Knowledge:
Excellent verbal and written communication skills.
Ability to convey complex information in a clear and concise manner.
Ability to create engaging and comprehensive training materials, including audio-visual aids, handbooks, and online resources.
Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint), video editing tools like ClipChamp, CapCut etc.
Strong presentation skills to effectively deliver training sessions.
Ability to assess training needs as per the agent requirement
