Call Center Trainer Job Description

A call center trainer teaches staff in a call center how to resolve customer problems.

Training for call center employees is a crucial part of call center management.

Every customer interaction, whether it involves customer complaints, questions about a product or service, or requests for assistance, should be thoroughly and professionally handled by the employees that work in the call center.

An effective call center supervisor is responsible for making sure that the call center employees are trained to properly and effectively handle these situations.

A call center supervisor should use a variety of methods to train their employees.

For example, supervisors should conduct role-playing exercises, which allow the employees to practice their responses.

Updated on:     
September 15, 2022

Job Brief:

We're looking for a Call Center Trainer who is passionate about teaching others and helping them to succeed. The ideal candidate will have experience working in a call center environment and be able to effectively train others on the various systems and processes used. If you have a strong desire to help others learn and grow, then we want to hear from you!

Call Center Trainer Duties:

  • Provide training and instruction to customer service representatives to ensure successful performance of job duties
  • Develop online and in-person course curriculum for all job functions
  • Provide feedback to managers on the performance of staff members
  • Train new employees or retrain experienced staff members
  • Maintain a training program schedule and calendar
  • Provide training to new and additional locations as needed
  • Obtain or participate in continuing education to enhance technical knowledge
  • Develop and implement new training programs as needed

Call Center Trainer Responsibilities:

  • Provide accurate and timely training and support to new staff to ensure successful implementation of key call center processes and policies
  • Coordinate with senior-level call center members to ensure proper usage of consumables and schedule staffing according to call volume
  • Update and maintain material inventory
  • Perform other duties as required by supervisor

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Requirements And Skills:

  • Bachelor’s degree in psychology, education, or business
  • 3+ years’ call center training experience
  • Ability to train all levels of customer service representatives
  • Strong interpersonal, communication, and presentation skills
  • Ability to train with presentations, videos, and hands-on exercises

[Company Name] is proud to be an Equal Opportunity Employer. We believe in building a diverse and inclusive team and encourage applications from people of all walks of life. We are committed to providing an equal opportunity workplace for all, regardless of race, religion, national origin, gender, sexual orientation, gender identity, gender expression, or age.

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