Responsibilities

Develop and implement training programs for contact center staff, including new hire training, ongoing training, and refresher courses.

Enable Voice operations with voice & Accent and cultural training

Create training materials, including presentations, manuals, and job aids.

Conduct training sessions for contact center staff, both in person and virtually.

Monitor and evaluate the effectiveness of training programs and make necessary adjustments to ensure continuous improvement.

Collaborate with contact center team leaders to identify training needs and develop targeted training plans.

Keep up-to-date with industry trends and best practices in customer service and incorporate them into training programs.

Ensure that all contact center staff are trained on the use of contact center tools and systems.

Provide ongoing coaching and support to contact center staff to improve their performance.

Monitor and track the progress of trainees and provide feedback to management.

Maintain accurate records of training activities and employee progress.- Conduct regular assessments to measure the effectiveness of training programs.

Communicate with clients to understand their specific training needs and develop customized training solutions.

Ensure that all training programs comply with company policies and procedures.

Stay updated with changes in products, services, and processes to ensure accurate and effective training.