Call Center Trainer

Job Description

JOB DESCRIPTION

We are seeking an experienced and enthusiastic Call Center Trainer to join our team. This role is responsible for developing, delivering, and evaluating training programs that equip our call center agents with the skills needed to provide exceptional customer service. The ideal candidate will have strong communication skills, a passion for coaching, and experience working in fast-paced call center environments.

Key Responsibilities

• Facilitate and provide training for call center agents, including systems training, customer service skills, policies, and procedures.
• Conduct ongoing training sessions, refresher courses, and performance improvement workshops.
• Develop and update training materials, including manuals, presentations, job aids, and e-learning modules.
• Assess training effectiveness through evaluations, performance metrics, and feedback; recommend improvements as needed.
• Partner with call center leadership to identify skill gaps and implement targeted coaching plans.
• Monitor agent performance during nesting/simulation periods and provide hands-on support.
• Maintain accurate training records and reports.
• Stay current on product updates, process changes, and industry best practices.
• Support quality assurance initiatives by aligning training with performance standards.
  
  

Qualifications

• High school diploma or equivalent required
• 2 years of experience in a call center training, quality assurance, or supervisory role.
• Strong presentation, facilitation, and communication skills.
• Ability to adjust training methods to accommodate various learning styles.
• Proficiency with call center systems, CRM platforms, and Microsoft Office Suite.
• Strong organizational skills and attention to detail.
• Ability to manage multiple training classes or projects simultaneously.
  
  

Work Location - This is an in-office position (No remote or work-at-home positions available for this role). You will be required to complete training and continue to work in office premises located at eClerx, 235 North McPherson Church Road, Fayetteville, NC 28303.

Compensation/Pay:

Starting salary- $15.50/hr.

Joining Bonus- $200 (Payable in the first check after 60th day of employment)- Employee should be active on the date of paycheck.