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To ensure success as a call center trainer, you should have excellent knowledge of call center procedures and expertise in quality assurance. Ultimately, a top-notch call center trainer should be a friendly, approachable individual with effective teaching and communication skills.

Trainer Responsibilities:

  • Developing call center's 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 centre 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.

Trainer Requirements:

  • A bachelor's degree from recognized university.

  • Any additional certification will be an add on.

  • At least 1-2 years’ experience working as a call center trainer or team leader.

  • Familiarity with learning management systems, such as Google Classroom, Blackboard, and Schoology.

  • Excellent knowledge of sales techniques and customer service best practices.

  • Strong teaching abilities and mentoring skills.

  • Good communication, interpersonal, and conflict resolution skills.

  • Ability to provide leadership to personnel in a fast-paced and stressful work environment.

Job Location:

Thane, Wagle Industrial Estate, Maharashtra.

Apply for this position.


+91 8400146455 / 6200949552


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