Location: Job Description – Call Center Executive (TOT Certified Trainer)

Job Role: Call Center Executive
Version: 5.0
Job Type: Offline / Full-Time
Location: Hazaribagh & Dhanbad, Jharkhand
Salary: ₹22,000 – ₹25,000 per month
Company: Mahendra Skill Training Development Pvt. Ltd.
Experience: Minimum 2 years of relevant experience

Trainer Eligibility & Qualification

1. Trainer must be TOT Certified by the respective Sector Skill Council for the relevant Call Center / Customer Care job role.
2. Trainer's education, qualification, industry experience and training competency must be as per the applicable NSQF/QP and SSC trainer guidelines.
3. Minimum 2 years of relevant industry experience in Call Center, BPO, Customer Care, Customer Support, Telecalling, Contact Centre or related operations.
4. Candidates with experience in Inbound/Outbound Calling, Customer Relationship Management, Voice Process, Non-Voice Process and BPO operations will be preferred.
5. Strong communication and interpersonal skills.
6. Good command of Hindi and English is preferred.
7. Ability to deliver classroom as well as practical/role-play-based training.

Key Technical & Professional Skills

1. Call Center Operations
2. Customer Service & Customer Handling
3. Inbound and Outbound Calling
4. Telecalling Techniques
5. Customer Query and Complaint Handling
6. Call Etiquette and Professional Communication
7. Active Listening and Communication Skills
8. CRM and Customer Data Management
9. Voice and Non-Voice Process
10. Lead Generation and Follow-Up
11. Problem Solving and Escalation Handling
12. Call Documentation and Reporting
13. Basic Computer and Internet Operations
14. Email and Chat Support
15. Customer Relationship Management
16. Quality and Performance Monitoring
17. Professional Behaviour and Workplace Ethics

Key Responsibilities

1. Candidate Counselling

Counsel candidates regarding the Call Center Executive job role, training program, career opportunities, workplace expectations and employment prospects.

2. Training Delivery

Provide training to candidates according to the module-based curriculum prescribed by the respective Sector Skill Council, covering both theoretical knowledge and practical job skills.

3. Practical Training

Conduct practical exercises, mock calls, role plays and customer-handling activities to develop candidates' confidence and job readiness.

4. Attendance Monitoring

Monitor candidate attendance regularly and ensure maximum participation throughout the training program.

5. Daily MIS Reporting

Prepare and submit accurate daily MIS reports covering attendance, session completion, candidate performance, practical activities and training progress.

6. Pre-Assessment

Conduct pre-assessment, mock tests and practice activities to identify learning gaps and improve candidates' readiness for the final assessment.

7. Assessment & Certification Preparation

Prepare candidates for the final assessment and certification through revision, mock calls, practical exercises, question-bank practice and performance evaluation.

8. Candidate Motivation

Motivate candidates to maintain regular attendance, improve their communication and technical skills, achieve good grades and successfully complete the training program.

9. Placement Support

Guide and motivate candidates for placement opportunities in Call Centers, BPOs, Customer Care, Customer Support, Telecalling and related sectors.

10. Result & Training Quality

Work towards achieving the organization's target of 95% successful assessment results, subject to candidate attendance, participation, learning outcomes and the independent assessment process.

11. Training Documentation

Maintain lesson plans, attendance records, session plans, practical records, assessment-preparation records and other required training documentation.

12. Coordination

Coordinate with center management, project teams, placement teams and other stakeholders to ensure smooth delivery and completion of the training program.

Preferred Candidate Profile

An experienced Call Center / Customer Care / BPO professional with valid TOT certification who can effectively deliver structured training, conduct practical call-handling exercises, develop candidates' communication and customer-service skills, and prepare trainees for assessment, certification and placement.

Vacancy Details

Position: Call Center Executive – TOT Certified Trainer
Location: Hazaribagh & Dhanbad, Jharkhand
Salary: ₹22,000 – ₹25,000 per month
Experience: Minimum 2 years
Employment Type: Offline / Full-Time
Company: Mahendra Skill Training Development Pvt. Ltd.
Salary: ₹22,000 – ₹25,000 per month
Experience: Minimum 2 years
Employment Type: Offline / Full-Time
Company: Mahendra Skill Training Development Pvt. Ltd.

Education Level : Vocational/Technical Certificate

Technical Education : Yes

Certificate : TOT Certifiate

Industrial Certificate : Industry experience

Key Skills
Call Center Operations & Management, Customer Service & Customer Handling, Active Listening Skills, Effective Verbal Communication, Customer Query Resolution, CRM & Customer Data Management, Voice Process & Non-Voice Process, Professional Telephone Etiquette

Other Skills
Teamwork

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