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Training Executive - Contact Center (01 Position)

Lahore, Pakistan

Job Description:

We are looking for a highly enthusiastic and experienced Trainer to facilitate weekly overnight training to provide WOW customer service experiences. If a candidate has 2+ years of experience facilitating employee training in a call center environment, possess a strong understanding of adult learning principles and thrive in a fast-paced environment, this opportunity may be for such individual. 

The Learning & Development Trainer is responsible for training delivery and oversight and setting up new hire credentials. The Trainer will lead weekly new hire training for call center employees including customer service representatives, analysts, and supervisors and/or conduct on-the-job training in our call center. Training content includes client knowledge, soft skills, company processes and compliance. This role may also be called upon to take or make customer service calls to model live call behaviors and coach current customer service representatives. Trainer must be capable of delivering an engaging classroom experience that includes enthusiasm, individualized coaching, and activity-based learning activities.

  • Facilitate weekly, overnight new hire training in call center and specific client knowledge training.

  • Oversee new hires to ensure company protocols are followed and learning expectations are met.

  • Submit and maintain weekly new hire credentials and training records.

  • Confirm training schedule, reserve classrooms and coordinate classroom workstations and materials.

  • Stay abreast of changes regarding client knowledge, company policies, procedures and business initiatives.

  • Conduct refresher courses for existing staff focused on client knowledge, soft skills and compliance.

  • Review internal knowledge base tool to verify any updates on client processes and procedures.

  • Periodically conduct quality assurance monitoring of current employees to ensure metrics are being met.

We are looking for:

  • Education: Minimum Graduation

  • Experience: Minimum 2 years Contact Center experience at a Mid-Level Position, preferably the role of a trainer

Skills:

  • MUST have strong verbal and written communication skills.

  • MUST have a strong understanding of adult learning principles in accordance with best industry practices.

  • MUST have a strong understanding of payment industry, customer services and card processing.

  • MUST be flexible to work in different shifts as per the business requirements.

  • MUST maintain exceptional dependability.

  • MUST be a team player with strong interpersonal skills.

  • MUST have the ability to perform under pressure and avoid emotional leakage.

  • MUST have strong analytical skills with a problem-solving mindset.

  • MUST be able to avoid conflicts and meet the deadlines.​​

  • Basic understanding of HTML to update the knowledge base.

  • A good understanding of computers and basic trouble shooting.

Job Location:

  • Lahore

 

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