Old Version
Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
Index Job Directory Publication
Agency Login
BM EN
Recent Searches
Major Group
3
Technicians and Associate Professionals
Sub-Major Group
35
Information and Communications Technicians
Minor Group
351
Information and Communications Technology Operation and User Support Technicians
Unit Group
3512
Information and Communications Technology User Support Technicians
Minor Unit Group
MASCO Code
3512-07
Compare
Call Centre Trainer designs, develops, and delivers training programs for call centre agents, addressing both skill development and performance improvement. They conduct training needs analyses, create learning materials, facilitate sessions, and coach staff while monitoring performance data to ensure service quality. The role also involves identifying skills gaps, supporting agent development, and collaborating with management to enhance overall operational effectiveness.
Tasks
Develop and implement training programmes and educational materials.
Conduct training sessions using classroom, on-the-job, and virtual learning methods.
Evaluate training effectiveness using assessments, feedback, and performance metrics.
Provide ongoing coaching and support to improve call centre agent performance.
Collaborate with management to identify training needs and update training programmes and materials accordingly.
Prepare and update procedures and policies related to sales techniques and agent conduct.
Train staff on new and updated call centre procedures and operational guidelines.
Observe daily call centre operations to identify performance gaps and recommend training improvements.
Skills
Basic
Communication skills for clear and effective interaction.
Interpersonal skills for teamwork and client engagement.
Organisational and planning abilities.
Problem-solving and analytical thinking.
Time management to handle tasks efficiently.
Specific
Ability to evaluate training effectiveness using performance metrics and feedback analysis.
Competency in designing and developing training programmes and instructional materials.
Knowledge in Customer Relationship Management (CRM) systems for call centre operations training.
Knowledge in cybersecurity principles relevant to call centre training content.
Proficiency in using digital training tools and Learning Management Systems (LMS).
Additional Info
QUALIFICATION
Diploma or equivalent
Related Courses
Claimable Course
e-Latih Online Course
Madani TVET Course
Compare (/2)
View Comparison

📌 NOTICE 📌

Welcome to the new version of the e-MASCO Portal.

This portal is currently being enhanced and upgraded by the Ministry of Human Resources (MOHR). At present, the portal content is based on MASCO 2020, and the updated version is expected to be fully completed by the first quarter of 2026. Some information and functions may still be in the testing phase. We greatly appreciate any feedback and suggestions from users to help improve the features and content of this portal. Please share your views through the Feedback page.