Training Delivery:
- Facilitate engaging training sessions for new hires and existing agents on topics such as patient service skills, product knowledge, communication handling techniques, and compliance requirements.
- Utilize a variety of training methods, including lectures, role-playing, simulations, and hands-on exercises to accommodate different learning styles.
- Lead refresher and upskilling training sessions to keep agents informed of changes in policies, procedures, or systems.
Training Program Development:
- Design and develop training materials, including presentations, manuals, e-learning modules, and assessments that align with company objectives and industry best practices.
- Customize training programs to address specific business needs, such as improving performance metrics or addressing new service offerings.
Agent Onboarding:
- Lead the onboarding process for new agents, ensuring they are equipped with the necessary skills and knowledge to succeed in their roles.
- Provide mentorship and support during the initial weeks of an agent's role, helping them adjust to the call center environment.
Performance Assessment & Feedback:
- Conduct assessments to measure the effectiveness of training programs, using metrics such as knowledge retention, call quality, and performance improvements.
- Monitor and evaluate agents progress through quizzes, call simulations, and post-training reviews.
- Provide constructive feedback to agents based on their performance during training, offering additional support where needed.
Education / Experience:
2 YearsUG - Any Graduate - Any Specialization
3+ years of experience in a call center environment, with at least 2-3 years in a training or coaching role.
Experience in developing and delivering training programs for diverse teams.
