Call Center Trainer
Controller Job Description
Call center trainer provides leadership in developing, managing, and maintaining reports; develops and mentors the team in best practices used to service and sell the Bank’s products and services.
Call center trainers are responsible for training new customer service employees and supporting experienced employees to improve their performance. Their duties include creating educational material, conducting training sessions, identifying skills gaps, and ensuring staff members stay motivated.
Roles and Responsibilities:
• 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.
• Creating and managing the training budget.
• Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
Typical duties of a Controller
Essential skills:
• Excellent communication and presentation skills
• Strong teaching abilities and mentoring skills.
• Conflict resolution skills.
Qualifications:
• A bachelor’s degree in human resources, or a related field.
• Additional certification in business leadership, eLearning software, or adult education and training is preferred.