Trainer (Call Center- Night Shift)

Job Description

Title: Trainer (Call Center- Night Shift)

Company Name: iVenture Limited

Vacancy: 2

Age: At least 25 years

Job Location: Dhaka (Tejgaon Industrial Area)

Salary: Negotiable

Experience:

• 3 to 6 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center

• Bachelor/Honors
• Masters

• 3 to 6 years
• The applicants should have experience in the following business area(s): BPO/ Data Entry Firm, Call Center

• Age At least 25 years

• Prior experience in BPO / call centre environment

• Experience in sales or appointment setting campaigns

• Strong spoken and written English communication skills

• Experience in training or coaching teams

Preferred:

• Experience with US or UK campaigns

• Familiarity with CRM systems and VA/back-office work

• Experience in QA / quality monitoring

Training & Development

Conduct daily training sessions for UK and US shift agents

Train Agents on:

• Outbound calling scripts

• Appointment setting and sales techniques

• VA/back-office processes

• CRM usage and data entry

• Develop a structured onboarding program for new hires

• Conduct refresher training for existing agents

Quality Assurance (QA)

• Monitor live and recorded calls

• Evaluate call quality using defined scorecards

• Provide individual feedback and coaching to agents

• Identify common performance gaps and address them in training

Performance Improvement

Work with TLs (ACCs) to improve:

• Conversion rates

• Call handling quality

• Client communication

• Support underperforming agents with focused improvement plans

• Assist in transitioning trainees into productive agents

Process & Script Development

• Improve and refine calling scripts and VA SOPs

• Work with management to standardise workflows

• Ensure consistent messaging across campaigns

Reporting & Coordination

• Submit daily and weekly QA and training reports

• Provide insights on team performance trends

• Highlight risks in client delivery or agent quality

KEY PERFORMANCE INDICATORS (KPIs)

The success of this role will be measured based on:

• Improvement in agent conversion rates

• Increase in average EPR (Earnings Per Resource)

• Improvement in call quality scores

• Reduction in client complaints/escalations

• Successful conversion of trainees to productive agents

• Weekly 2 holidays,Performance bonus
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly
• Festival Bonus: 2