Trainer

Job Description

Title: Trainer

Company Name: BIG V (M) SDN. BHD. (Malaysia)

Vacancy: 02

Age: At least 30 years

Job Location: Anywhere in Bangladesh

Salary: Negotiable

Experience:

• At least 3 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), BPO/ Data Entry Firm, Consulting Firms, Hospital, Call Center, E-commerce

• At least 3 years
• The applicants should have experience in the following business area(s): Manufacturing (FMCG), BPO/ Data Entry Firm, Consulting Firms, Hospital, Call Center, E-commerce

• Age At least 30 years

Key Responsibilities:

• Develop and deliver comprehensive training programs for new hires and existing call center agents.

• Conduct onboarding sessions covering product knowledge, systems, communication, sales, and customer service skills.

• Create training materials, manuals, and presentations tailored to different learning styles.

• Evaluate training effectiveness through assessments, feedback, and performance monitoring.

• Conduct refresher trainings and upskilling sessions based on performance gaps and business requirements.

• Collaborate with supervisors and quality assurance teams to identify skill gaps and design targeted training.

• Maintain updated training records, reports, and feedback documentation.

• Stay current with industry trends, customer service best practices, and new technologies.

• Provide individual coaching to underperforming agents when required.

• Support the development of a strong customer-centric culture within the call center.

  Requirements & Qualification:

• Bachelor’s degree in Business Administration, Human Resources, or a related field (preferred).

• Proven experience as a call center trainer, team leader, or in a similar training role.

• Strong understanding of call center operations, processes, and performance metrics.

• Excellent communication, presentation, and interpersonal skills.

• Ability to create engaging training content and adapt methods to different learning styles.

• Strong coaching and mentoring skills.

• Proficiency in MS Office and familiarity with e-learning platforms/tools.

• High level of patience, empathy, and motivational skills.

Key Competencies:

• Training delivery & facilitation skills

• Coaching and mentoring ability

• Analytical and problem-solving skills

• Time management & organizational skills

• Strong leadership qualities

• Customer service orientation