TripFactory.com
Website:
tripfactory.com
Job details:
Role Description The Call Center Trainer is a full-time, on-site role based in Bengaluru South. This role is responsible for designing, delivering, and updating training programs for call center representatives to ensure high-quality customer interactions and adherence to ORN’s service standards. Day-to-day responsibilities include conducting onboarding and refresher training sessions, creating training materials and knowledge resources, monitoring call performance, and providing coaching and feedback to agents. The Call Center Trainer collaborates with call center leadership and operations teams to identify skill gaps, implement learning initiatives, and support continuous improvement in customer support. The role also involves maintaining training records, tracking learning outcomes, and ensuring alignment with company policies and traveler-centric service goals.
Qualifications
- Demonstrated experience in call center training, customer service coaching, or contact center operations, ideally in travel, hospitality, or related industries.
- Strong communication, presentation, and facilitation skills, with the ability to engage diverse learner groups and simplify complex information.
- Ability to design and update training content, including scripts, process guides, role-play scenarios, and e-learning or workshop materials.
- Skills in performance monitoring and feedback, including call listening, quality assessment, and individualized coaching for improvement.
- Comfort with using CRM systems, call center technologies, and basic productivity tools (e.g., spreadsheets, slide decks, learning trackers).
- Strong organizational and time-management abilities, with attention to detail and the capacity to manage multiple training activities simultaneously.
- Collaborative mindset and ability to work closely with operations, quality assurance, and customer support teams in an on-site environment.
- Prior experience as a call center agent or supervisor is highly beneficial; experience in a startup or fast-paced environment is a plus.
- Bachelor’s degree in any discipline preferred, or equivalent practical experience in training and call center operations.
- Commitment to inclusive, non-discriminatory training practices and to delivering traveler-centric, high-quality service.
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