Conduct thorough assessments to identify the training needs of call centre employees across various departments and levels.
Collaborate with department managers and team leaders to understand specific skill gaps and performance challenges.
Training Program Design and Development:
Develop comprehensive training programs, materials, and resources tailored to address identified training needs.
Utilize a variety of instructional techniques and delivery methods to ensure engagement and effectiveness, including classroom training, e-learning modules, workshops, and simulations.
Incorporate best practices in adult learning principles and instructional design methodologies into training program development.
Training Delivery and Facilitation:
Deliver engaging and interactive training sessions to call center employees, both in-person and virtually, ensuring comprehension and retention of key concepts.
Facilitate group discussions, activities, and role-playing exercises to reinforce learning objectives and encourage participation.
Provide constructive feedback and coaching to learners to support their development and skill enhancement.
Performance Evaluation and Improvement:
Establish metrics and key performance indicators (KPIs) to assess the effectiveness of training initiatives and measure employee performance improvements.
Analyze training evaluation data and feedback to identify areas for improvement and refinement in training programs.
Collaborate with stakeholders to implement corrective actions and enhancements based on evaluation findings.
Learning Technology and Tools:
Stay abreast of emerging trends and advancements in learning technologies and tools, leveraging them to enhance the delivery and accessibility of training content.
Manage and administer learning management systems (LMS) or other training platforms to organize, track, and report on training activities and employee progress.
Continuous Learning Culture:
Promote a culture of continuous learning and development within the call center organization, fostering employee engagement and empowerment.
Encourage self-directed learning initiatives and provide resources and support for ongoing skill development and career advancement.
Qualifications:
Proven experience in instructional design, curriculum development, and training delivery, preferably in a call center or customer service environment.
Strong understanding of adult learning principles, instructional design methodologies, and training evaluation techniques.
Excellent communication, presentation, and facilitation skills, with the ability to engage diverse audiences and adapt training content to different learning styles.
Proficiency in learning management systems (LMS) and other training technologies/tools.
Ability to collaborate effectively with cross-functional teams and stakeholders to achieve training objectives and drive performance improvement.
Highly organized with strong project management skills and the ability to manage multiple priorities and deadlines effectively.
Certifications such as Certified Professional in Learning and Performance (CPLP) or Certified Professional in Training Management (CPTM) are a plus.