CCE Trainer – Job DescriptionJob Title: CCE Trainer / Customer Care Executive TrainerJob Location: [Location]Employment Type: Full-TimeExperience: 1–3 YearsJob Summary
We are looking for an experienced and enthusiastic CCE Trainer to train candidates in customer service, communication, call handling, and professional behaviour. The trainer will be responsible for developing candidates' customer-handling skills and preparing them for roles in BPO, customer support, telecalling, and contact-centre environments.
Key Responsibilities
- Conduct training sessions on customer service and call-centre operations.
- Train candidates on voice process, inbound/outbound calling, and customer handling.
- Develop strong verbal and written communication skills among trainees.
- Provide training on telephone etiquette, active listening, empathy, and professional communication.
- Teach candidates how to handle customer queries, complaints, objections, and difficult customers.
- Conduct role plays, mock calls, group discussions, and practical activities.
- Train candidates on CRM/call-handling procedures and basic computer skills.
- Explain customer service standards, escalation procedures, and quality parameters.
- Assess trainees through tests, mock calls, assignments, and practical evaluations.
- Identify skill gaps and provide individual feedback and coaching.
- Maintain attendance, assessment records, training reports, and trainee performance data.
- Support trainees in interview preparation and placement readiness.
- Coordinate with the placement/recruitment team regarding trainee performance and job readiness.
- Stay updated with industry requirements and incorporate relevant practices into training.
Required Skills
- Excellent communication and presentation skills.
- Strong knowledge of customer service and BPO processes.
- Good command of English and Hindi.
- Ability to conduct engaging classroom and practical training sessions.
- Strong interpersonal and people-management skills.
- Good knowledge of MS Office and basic computer applications.
- Ability to motivate and mentor young candidates.
- Comfortable conducting mock calls and role-play activities.
Qualification
- Graduate in any discipline.
- Certification in Customer Service/BPO/Training will be an added advantage.
- Prior experience in BPO, customer service, contact centre, or training preferred.
Preferred Experience
- 1–3 years of experience as a CCE Trainer, BPO Trainer, Voice & Accent Trainer, Customer Service Trainer, or Soft Skills Trainer.
- Candidates with hands-on BPO/customer-service experience will be preferred.
Key Performance Indicators (KPIs)
- Trainee attendance and engagement.
- Improvement in communication and customer-handling skills.
- Training assessment scores.
- Mock-call performance.
- Trainee interview and placement success rate.
- Feedback and overall training quality.
Pay: ₹25,000.00 - ₹30,000.00 per month
Work Location: In person
