Job Description for a Call Center Trainer

Call center trainers help telemarketing employees develop customer service and other skills.

Telemarketers working from call centers sell billions of dollars in goods and services annually, according to the Direct Marketing Association. In addition to selling products, call center employees conduct surveys, offer free information, take polls, answer technical questions, process warranty claims and provide other services by phone. Call center trainers help prepare and improve employees' capabilities and skills in performing these tasks.

Duties

Primary objectives for training managers and specialists in any industry include providing, monitoring, evaluating and recording effective training activities. They design or purchase specific training programs to help develop or improve job-related skills. According to the Occupational Information Network, telemarketing employees need such skills as listening, speaking, persuasion, time management and negotiation.

A call center trainer also assesses training needs, develops training methods, writes procedure manuals and presents information using a variety of techniques, including discussions, role playing, team exercises and visual materials. In some cases, a training manager or specialist may evaluate and select vendors to provide specialized training.

Skills

In addition to public speaking and presentation skills, call center trainers should know how to develop curriculum and design training, including methods of assessing effectiveness. They should possess good command of the English language and be familiar with media production and communication techniques. Effective trainers also understand aspects of personal psychology and group dynamics. Additional helpful skills and areas of useful knowledge include customer service, management principles, human resources procedures and the use of computers.

Education and Qualifications

The U.S. Bureau of Labor Statistics (BLS) notes that most firms require a bachelor's degree for entry-level training positions. An interdisciplinary background, including courses in the social sciences, business administration and behavioral sciences, serves candidates well in this field. An advanced degree may be necessary in some cases.

Possibilities

The BLS states that executives increasingly realize the business value of developing employees. Candidates can expect a much higher than average rate of growth in available jobs in this field from 2008 through 2018. Success in the field, however, requires a range of personal qualities and skills. Changing communication technologies requires continuous updating of technical knowledge. Expanding diversity in the workforce means an effective trainer must be able to work with people of various ages, cultural backgrounds and levels of education.

Salary

According to the Occupational Information Network, training specialists and managers earned average wages of $25.06 hourly or $52,120 annually during 2009.

References

• CRM -- Call Center Information: What is a Call Center?
• U.S. Department of Labor Statistics: Human Resources, Training, and Labor Relations Managers and Specialists
• Snag A Job: What It Takes to Work in a Call Center
• O-NET Online: Training and Development Specialists

Resources

• O-NET Online: Telemarketers
• ASTD - American Society for Training and Development: Homepage