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Call Center Trainer
4 weeks ago
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Meson Agency is a dynamic outbound contact centre specialising in appointment setting and B2B outreach. With 60+ agents and nearly 1 million outbound interactions per year, our team drives consistent results with a fully onshore, high-quality approach.
Role OverviewAs our Call Centre Trainer, you'll design, deliver, and refine training programs to elevate agent performance, engagement, and excellence across sales and service metrics.
Key Responsibilities- Develop and implement engaging onboarding and ongoing training programs (phone, CRM, soft skills, outbound techniques).
- Create multimedia training materials and role-playing simulations.
- Provide proactive coaching, monitor call performance, and run calibration sessions.
- Measure training effectiveness using call-quality, resolution, and conversion metrics.
- Partner with team leaders and QA to keep training aligned with evolving business needs.
- Manage training schedules, attendance, and recordkeeping.
- 1+ years training experience in a contact centre or similar high-volume environment.
- Excellent facilitation, presentation, and interpersonal skills.
- Proficient in call center systems, CRM tools, and performance metric reporting.
- Passion for coaching, adult learning principles, and continuous improvement.
- High-impact role in a fast-growing, client-focused environment.
- Clear growth pathways into operations or leadership.
- Supportive, collaborative culture with learning as a core value.
- Entry level
- Full-time
- Education and Training
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