Assistant Manager Training

Job PurposeThe Trainer is responsible for delivering effective training programs for new hires and existing BDE & TCs in the contact centre/FOS. The role ensures agents are equipped with the necessary product knowledge, process understanding, soft skills, and compliance awareness to deliver excellent customer service.Key Responsibilities- Conduct onboarding, product and Process training for new contact centre agents & BDEs at FOS. - Deliver refresher and upskilling programs to existing staff on products, processes, systems, and customer service skills. - Develop training materials, modules, and assessments tailored to business needs. - Assess training effectiveness through tests, role-plays, and post-training evaluations. - Partner with Quality, Operations, and HR teams to identify training needs and skill gaps. - Monitor agent/BDE performance post-training to measure knowledge retention and application. - Maintain training records, reports, and dashboards for management review. - Keep updated on product/process changes and ensure timely communication to teams. - Drive continuous improvement in training methods (classroom, e-learning, on-the-job training).Key Skills & Competencies- Strong facilitation, presentation, and public speaking skills. - Ability to simplify complex information for easy understanding. - Excellent communication and interpersonal skills. - Strong organizational and time management skills. - Knowledge of adult learning principles and training methodologies. - Familiarity with contact centre operations, KPIs (AHT, CSAT, FCR, QA scores). - Proficiency in MS Office and training tools (e-learning platforms, LMS, etc.).Qualifications & Experience- Graduate in any discipline (preferred: Business, Communications, HR, or related field). - 1–3 years of experience as a Trainer, preferably in a contact centre environment. - Experience in customer service, sales, or technical support will be an added advantage. - Exposure to coaching, mentoring, and performance support activities.Performance Metrics- Training effectiveness scores (post-training evaluation results). - Improvement in agent performance post-training. - Reduction in errors and escalations linked to training gaps. - Feedback scores from trainees and supervisors.

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