Assistant Manager Training

Job Purpose

The Trainer is responsible for delivering effective training programs for new hires and existing BDE & TCs in the contact centre/FOS. The role ensures agents are equipped with the necessary product knowledge, process understanding, soft skills, and compliance awareness to deliver excellent customer service.

Key Responsibilities

• Conduct onboarding, product and Process training for new contact centre agents & BDEs at FOS.
• Deliver refresher and upskilling programs to existing staff on products, processes, systems, and customer service skills.
• Develop training materials, modules, and assessments tailored to business needs.
• Assess training effectiveness through tests, role-plays, and post-training evaluations.
• Partner with Quality, Operations, and HR teams to identify training needs and skill gaps.
• Monitor agent/BDE performance post-training to measure knowledge retention and application.
• Maintain training records, reports, and dashboards for management review.
• Keep updated on product/process changes and ensure timely communication to teams.
• Drive continuous improvement in training methods (classroom, e-learning, on-the-job training).

Key Skills & Competencies

• Strong facilitation, presentation, and public speaking skills.
• Ability to simplify complex information for easy understanding.
• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Knowledge of adult learning principles and training methodologies.
• Familiarity with contact centre operations, KPIs (AHT, CSAT, FCR, QA scores).
• Proficiency in MS Office and training tools (e-learning platforms, LMS, etc.).

Qualifications & Experience

• Graduate in any discipline (preferred: Business, Communications, HR, or related field).
• 13 years of experience as a Trainer, preferably in a contact centre environment.
• Experience in customer service, sales, or technical support will be an added advantage.
• Exposure to coaching, mentoring, and performance support activities.

Performance Metrics

• Training effectiveness scores (post-training evaluation results).
• Improvement in agent performance post-training.
• Reduction in errors and escalations linked to training gaps.
• Feedback scores from trainees and supervisors.