We are looking for a confident and dynamic
Call Center Trainer responsible for training, monitoring, and improving the performance of our call center executives.
The role focuses purely on
training, communication enhancement, call quality audits, and performance improvement, ensuring high standards of customer interaction and lead conversion.
Candidates from
Call Center Training, Customer Service Training, or Cabin Crew/Aviation Training backgrounds are encouraged to apply. Exceptional English communication skills are mandatory.
Key Responsibilities
Training & Development
- Conduct onboarding training for new call center staff.
- Provide communication, customer service, and objection-handling training.
- Train staff on tone of voice, empathy, professionalism, and call structure.
- Develop and update call scripts and training materials.
- Conduct refresher sessions to maintain service standards.
Quality Monitoring & Audit
- Monitor live and recorded calls regularly.
- Conduct call audits and share structured feedback with agents.
- Maintain call quality scorecards.
- Identify common mistakes and retrain accordingly.
- Ensure adherence to SOPs and communication standards.
Performance Support
- Support improvement of conversion rates through targeted coaching.
- Track training effectiveness and progress of agents.
- Coordinate with operations team regarding performance gaps.
- Maintain training records and reports.
Candidate Requirements
- Bachelor's Degree preferred.
- 35 years of experience in Call Center Training / Customer Service Training.
- Cabin Crew or Aviation training background is an advantage.
- Excellent spoken and written English communication.
- Strong presentation and interpersonal skills.
- Confident, well-groomed, and professional.
- Good knowledge of MS Excel and reporting basics.
