Job Summary:

The Trainer for Telecom Care Executives is responsible for designing, delivering, and evaluating training programs aimed at enhancing the knowledge, skills, and performance of customer care executives in a call centre or relationship centre setting. The role focuses on ensuring that executives can provide high-quality customer service, resolve customer issues effectively, and adhere to company policies and industry standards.

Key Responsibilities:

1. Training Design and Delivery:

   • Develop comprehensive training modules on telecom products, services, systems, and processes.
   • Conduct induction training for new hires and ongoing training for existing staff.
   • Utilize various training methodologies, including workshops, role-plays, simulations, and multimedia presentations.

2. Content Development:

   • Create and update training materials, presentations, manuals, and handouts.
   • Customize training programs to address specific gaps in skills and knowledge.

3. Performance Assessment:

   • Monitor and assess the performance of trainees during and post-training.
   • Provide constructive feedback and coaching to improve individual and team performance.

4. Quality and Compliance:

   • Ensure training aligns with industry standards, regulatory guidelines, and company policies.
   • Train executives on compliance, customer data protection, and ethical practices.

5. Reporting and Analysis:

   • Maintain detailed training records and progress reports.
   • Analyze training outcomes and identify areas for improvement.

6. Team Support:

   • Collaborate with team leaders and managers to identify training needs.
   • Provide on-the-job support and mentoring to executives as required.

Education Level : Bachelor's Degree

Technical Education : N/A

Certificate : TOT Certified in Telecom Care Executive-Call Centre/Relationship Centre

Industrial Certificate : Experience

Key Skills
Skill Trainer

Other Skills
Teamwork

• English - Reading, Writing,
• Hindi - Reading, Writing, Speaking