Job Description
Job Duties & Responsibilities:
- 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
- Capability to manage multiple tasks
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