About Us
Terra Systemes is a leading customer experience solutions provider. We pride ourselves on delivering exceptional service and empowering our agents to achieve excellence. We are looking for a dynamic and passionate Contact Center Trainer to join our team and drive our training initiatives to the next level.
Key Responsibilities:
- Design & Develop Training Programs: Create, prepare, and update engaging training materials, modules, and curricula for new hire orientation and ongoing staff development.
- Deliver Effective Training: Conduct classroom-style, virtual, and on-the-job training (OJT) sessions to ensure agents are well-equipped with product knowledge, systems training, and customer service skills.
- Quality Assurance & Auditing: Perform regular quality assessments, call monitoring, and audits to evaluate agent performance and identify areas for improvement.
- Identify Performance Gaps: Analyze quality reports, customer feedback, and performance metrics to pinpoint knowledge gaps, process inefficiencies, and training needs.
- Improve Training Effectiveness: Continuously refine and improvise training strategies and content based on performance data and evolving business needs.
- Coach & Mentor: Provide one-on-one coaching and feedback to agents to enhance their skills and ensure consistent performance improvement.
- Collaborate with Management: Work closely with Team Leaders and Operations Managers to align training with business goals and support overall contact center performance.
Requirements:
- Minimum of 3 years of experience as a Contact Center Trainer or in a similar role.
- Proven experience in designing training programs and conducting OJT.
- Strong background in conducting quality audits, call monitoring, and performance analysis.
- Excellent communication, presentation, and facilitation skills.
- Ability to analyze data, identify trends, and implement effective training solutions.
- Patient, motivational, and passionate about developing others.
Good to Have:
- ACLP (Advanced Certificate in Learning and Performance) certification or equivalent.
- Experience using LMS (Learning Management Systems) and quality monitoring tools.
- Knowledge of call center processes in different industries including government, healthcare and banking.
What We Offer:
- A competitive salary and benefits package.
- Opportunities for professional growth and development.
- A supportive and collaborative work environment.
- The chance to make a significant impact on agent performance and customer satisfaction.
How to Apply:
If you are a dedicated trainer with a keen eye for quality and a passion for driving performance, we would love to hear from you! Please send your resume and a cover letter to [Confidential Information]s with the subject line Application for Contact Center Trainer.
