Call center trainer
Call center trainer is one of the most important roles in the entire organization, especially in the case of building healthy call center environment, eliminating training gaps and skill gaps, improving agent performance, employee happiness, employee engagement and overall use of your human resources. This job means that the call trainer will never communicate with customers, but his entire work will be about communication
Agents who become your team members often don’t understand a single thing about how the call center works, what is the purpose of their job, and what you exactly want from them to do – and to help those agents become real professionals, you definitely need help from the call center trainer.
So, what are the job requirements for a call trainer? What are the skills a call center trainer should have? What are call trainer’s main responsibilities? What is call center training manager job description requirements?
We’ll tell you.
Call center trainer: duties and responsibilities
- Basic onboarding training for new hires to show them how to use the software and equipment.
- Ongoing training call center employees should cover different aspects of their work, for example, training to help them gain new soft skills or hard skills.
- On-the-work and off-the-work training sessions for employees both group sessions and personal sessions.
- Special training sessions for agents, to help them achieve their KPs (key performance indicators).
- Analysis and monitoring of current trends in employee training practices and techniques to adopt those best practices for future use.
- Design and implementation of different effective training programs to achieve the goals of training strategy.
- Design and agreement on the key conditions of the regular training strategy and training materials.
- Providing agents with constructive feedback after effective call center training.
- Providing agents with call center training tips to improve the effectiveness of training program and overall contact center training experience
Call center trainer: skills
Empathy.
Call center trainers has to know how to motivate agents to be engaged in the customer service training program, and what’s even more important, call center trainers have to be trusted by customer service representatives.
Communication skills.
Call center trainers have to provide agents of comprehensive feedback they can use for self-improvement. Also, employees should fully understand what they are trained for.
Root cause analysis.
A call trainer should always notice what is the root cause for underperformance or other issues an agent may suffer from.
Individual approach.
A call trainer should know how to work with each single employee, and it’s really difficult because all people are different, even when they work in a single environment.
Also, trainer should have following skills:
- Organizational skills
- Interpersonal skills
- Presentation skills
- Listening skills
- Customer service skills
- Conflict resolution skills
- Problem-solving skills
- De-escalation skills
- Analytical skills
Call center trainer job requirements
Education.
A high school diploma is often the main education requirement for a trainer, but in rare cases, a bachelor’s degree may be needed.
Training and experience.
This position requires onboarding training, which is often about learning how to use corporate software. Relevant work experience is often required, sometimes as a former call center agent.
Certifications and qualifications.
Many employers would like candidates to provide certifications for specific courses in related fields.
Call center trainer job description
Call center trainer job description has to include such vital parts, as working experience requirements, educational requirements, required soft skills, personal characteristics, main duties and responsibilities, and company’s expectations. To write a perfect call center trainer job description, you have to check out how other companies do it.
For some employers, degree in education and level of education in relevant field matters, while for others excellent knowledge of call center business is enough even without valuable background in education.
