Key Responsibilities:
- Conduct induction, refresher, update, and remedial training for new and existing Inbound Customer Service Representatives.
- Deliver training on products, services, systems, SOPs, call flows, scripts, and compliance requirements.
- Conduct role plays, assessments, and practical sessions to evaluate trainee knowledge and readiness.
- Identify performance and knowledge gaps, providing coaching and feedback to improve agent capability.
- Maintain training records and reports, and coordinate with QA and Operations to identify training needs and update training materials.
Required Skills and Qualifications:
- Minimum Bachelor’s degree preferred. HSC/Diploma may be considered based on relevant experience.
- 1–3 years of experience in training, customer service, call center, or telecom preferred.
- Previous experience as a Trainer, Senior Agent, or Team Leader is an advantage.
- Excellent communication and presentation skills in Bangla and English.
- Strong knowledge of customer-service processes and call-center operations.
- Good facilitation, coaching, and classroom-management skills.
- Basic knowledge of MS Office and presentation tools.
- Ability to simplify complex information and explain it clearly.
Key Competencies:
- Training & Facilitation
- Communication & Presentation
- Coaching & Mentoring
- Product & Process Knowledge
- Customer Focus
- Problem-Solving
- Adaptability
- Teamwork
- Time Management
Other Information:
- Position: Trainer, Inbound Call Center
- Process: For a telecom company
- Department: Customer Experience / Contact Center
- Location: Kawran Bazar
- Salary: 18k-20k
Apply Process:
Please, apply on this below mail “career@intellier.com” mentioning the position name in the subject line if you are interested or
you can visit our career section of the website: www.intellier.com/career