The Customer Operations Trainer is responsible for designing, delivering, and evaluating training programs that enhance the performance, product knowledge, communication skills, and customer service effectiveness of customer operations agents. The trainer ensures that agents are well-prepared to meet quality standards, performance targets, and customer satisfaction goals.

Key Responsibilities:

• Develop and deliver onboarding and ongoing training programs for new and existing customer operations agents
• Train agents on products, services, systems, policies, and procedures
• Conduct soft skills training including communication, active listening, problem-solving, and conflict resolution
• Monitor agent performance through call evaluations and provide constructive feedback and coaching
• Identify training needs based on quality audits, KPIs, and performance gaps
• Create and update training materials such as manuals, presentations, scripts, and e-learning content
• Collaborate with quality assurance, operations, and management teams to align training with business goals
• Facilitate refresher training and upskilling sessions as required
• Track and report training effectiveness and agent progress
• Ensure compliance with company policies, industry regulations, and customer service standards

Required Qualifications:

• Bachelor’s degree or equivalent work experience (preferred)
• Proven experience as a Trainer, Team Leader, or Senior Agent, with a focus on call center environments
• Strong knowledge of call center operations, metrics, and quality standards
• Excellent presentation, communication, and interpersonal skills
• Ability to coach, motivate, and engage diverse groups of learners
• Proficiency in MS Office

Preferred Skills:

• Experience in customer service, sales, or technical support environments
• Familiarity with quality monitoring tools and CRM systems
• Strong analytical and reporting skills
• Adaptability and ability to manage multiple training programs simultaneously