Customer Care Trainer – Call Centre Operations
About the Role
CallServ Limited is seeking a dynamic and experienced Customer Care Trainer to join our growing team. The ideal candidate will be passionate about coaching, developing, and inspiring agents to deliver exceptional customer experiences across inbound and outbound campaigns.
As a trainer, you’ll design and deliver training programs that align with international call centre standards, ensuring our agents are fully equipped with the product knowledge, communication skills, and service mindset to excel.
Requirements
Minimum 2 years’ experience as a Call Centre Trainer or Team Lead in a customer service environment.
Strong knowledge of call handling, CRM systems, and customer service protocols.
Excellent communication, facilitation, and presentation skills.
Ability to motivate diverse teams and drive performance improvement.
Certification in Training & Development or Customer Service is an asset.
Key Accountabilities:
Develop and deliver engaging new hire and refresher training sessions for customer service agents.
Conduct needs assessments to identify performance gaps and recommend targeted interventions.
Create training materials, SOPs, and evaluation tools to measure training effectiveness.
Provide floor coaching and quality feedback to improve customer interaction standards.
Collaborate with Operations, QA, and HR to ensure continuous skill development and compliance.
Monitor and report training KPIs, including certification rates and post-training performance metrics.
Contact Us
Get in Touch
Contact us and we'll get back to you within 24 hours.
Employment: +1(868)-750-1285
Quotations: +1(868)-792-1681
1 West Wing, Gaston Court
Chaguanas Trinidad, W.I