Supervise and train a team of 15-25 trainees on policy and procedures of company
Developing call centers' education materials, such as digital presentations, how-to manuals, and instructional videos.
Preparing procedures and policies regarding sales techniques and appropriate agent conduct.
Scheduling and conducting training sessions on various call center topics to prepare and support new employees.
Training experienced employees on new or updated call center procedures to improve their performance.
Observing the daily operations of call center employees and identifying any areas of improvement.
Liaising with team leaders and managers to conduct on-the-job coaching.
Measuring the effectiveness of training sessions and preparing individual or team progress reports.
Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.