Call Center Trainer

Mars BPO is seeking a confident and experienced Call Center Trainer to join their team in Karachi, Pakistan. The successful candidate will be responsible for training, developing, and motivating call center agents to enhance their communication, customer service, and sales skills. This role involves delivering engaging training sessions, monitoring agent performance, and supporting employees in meeting customer service and sales targets. The position operates on a night shift schedule from 6:00 PM to 4:00 AM and requires hands-on involvement in onboarding new hires and continuous coaching.

Key Responsibilities

- Conduct training sessions for both new hires and existing call center agents.
- Deliver training focused on communication skills, call handling, and customer service excellence.
- Provide comprehensive sales training, including techniques for objection handling, persuasion, and closing sales.
- Educate agents on company policies, product knowledge, services, and call scripts to ensure consistency and quality.
- Assist agents in understanding and achieving daily, weekly, and monthly sales targets.
- Facilitate mock calls, role-playing exercises, and practical assessments to reinforce learning.
- Monitor agent performance closely to identify strengths and areas needing improvement.
- Offer constructive feedback and coaching aimed at improving call quality and overall agent effectiveness.
- Prepare training materials, presentations, and detailed performance reports.
- Collaborate with team leaders and management to enhance team productivity and training outcomes.
- Support new employees during onboarding and nesting phases to ensure smooth integration.
- Track training progress and evaluate the effectiveness of training programs regularly.

Required Qualifications

- Proven experience in call center training and development.
- Strong background in sales and customer service training.
- Excellent communication and presentation skills, with the ability to engage and motivate learners.
- Demonstrated leadership and team management capabilities.
- Skilled in call quality monitoring and performance evaluation.
- Expertise in coaching techniques and providing constructive feedback.
- Proficient in objection handling and advanced sales techniques.
- Experience in developing training materials and structured learning content.
- Strong problem-solving abilities and effective time management skills.

Preferred Qualifications and Benefits

- The role offers a competitive monthly salary ranging from Rs40,000 to Rs80,000.
- Work location is in-person at the Karachi office, providing direct interaction with trainees and management.
- Opportunity to contribute to building a high-performing and professional call center team within a reputable BPO environment.
- Night shift schedule from 6:00 PM to 4:00 AM, ideal for candidates comfortable with evening hours.

Mars BPO encourages qualified candidates who are passionate about training and development in a dynamic call center environment to apply and become part of their growing team.