Job Description: Trainer – Call Centre Executive (TEL/Q0100)

Company: Infotech Limited

Location: Bokaro, Jharkhand

Interview Mode: Online

Employment Type: Full-Time / Contractual

Job Role Overview

The Trainer – Call Centre Executive (TEL/Q0100) is responsible for delivering competency-based training aligned with NSQF standards and Telecom Sector Skill Council guidelines. The role focuses on developing industry-ready candidates with strong customer service, communication, and call handling capabilities, ensuring successful certification, assessment outcomes, and placement readiness.

Qualification & Eligibility Criteria (NSQF Compliant)

Educational Qualification

1. Minimum: 10th Pass (as per Qualification Pack TEL/Q0100)
2. Preferred: Graduate in any discipline
3. Certification in Customer Service / BPO / Soft Skills will be an added advantage

Mandatory Certifications

1. Valid Train the Trainer (TOT) Certification issued by the concerned Sector Skill Council (Telecom SSC)
2. Certified in Qualification Pack TEL/Q0100 – Call Centre Executive

Experience

1. Minimum 1 year of industry experience in Call Centre / BPO / Customer Service domain
   
2. Minimum 6 months of training experience preferred
   
3. Experience in skill development projects (NSDC/SSC/State Missions) will be an advantage
   

Key Responsibilities

A. Training Delivery & Facilitation

• Customer interaction & call etiquette
• Inbound & outbound calling processes
• Complaint handling & escalation management
• Soft skills and communication enhancement

B. Candidate Counselling & Batch Management

1. Conduct pre-batch counselling and orientation sessions
2. Monitor trainee performance, discipline, and engagement throughout the training lifecycle
3. Maintain an inclusive and motivating learning environment

C. Attendance & Documentation

1. Ensure accurate tracking of daily attendance
   
2. Maintain batch files, training records, and audit-ready documentation
   

D. MIS & Reporting

1. Prepare and submit daily, weekly, and monthly MIS reports
2. Track training progress, assessment readiness, and batch performance metrics

E. Assessment & Certification

1. Conduct internal assessments, mock tests, and viva sessions
2. Ensure trainees are fully prepared for SSC assessments and certification processes
3. Coordinate with assessment bodies and ensure compliance

F. Placement & Outcome Orientation

1. Prepare candidates for interviews through mock sessions and grooming
2. Motivate trainees towards placement and career progression
3. Ensure minimum 95% assessment success rate and placement readiness

4. Key Performance Indicators (KPIs)

1. Minimum 95% assessment pass rate
2. High trainee attendance and retention levels
3. Batch completion within defined timelines
4. Placement conversion ratio as per project norms
5. Compliance with SSC and audit requirements

5. Required Competencies

1. Strong understanding of Call Centre/BPO operations
2. Knowledge of telecom customer service processes
3. Familiarity with SSC curriculum and NSQF framework

1. Excellent communication skills (Hindi & Basic English)
2. Strong interpersonal and counselling abilities
3. Result-oriented with high accountability
4. Ability to manage multiple batches and deadlines

1. Proficiency in MS Office (Excel, Word, PowerPoint)
2. Experience in MIS reporting and data management

1. Professional demeanor and clear articulation
2. Strong facilitation and presentation skills
3. Learner-centric approach with adaptability
4. Ability to handle diverse candidate groups
5. Commitment to continuous professional development

1. Impact-Driven Role: Contribute directly to skill development and employment generation by shaping the careers of aspiring candidates
2. Structured Growth Environment: Opportunity to work on government and industry-aligned skill development projects under NSQF framework
3. Professional Development: Continuous learning through exposure to Sector Skill Council standards, training methodologies, and certifications
4. Performance Recognition: Outcome-driven role with recognition for achieving high assessment results and placement targets
5. Stable & Reputed Organization: Work with a professional team committed to quality training, compliance, and excellence
6. Dynamic Work Culture: Engaging and collaborative environment focused on innovation in training delivery

Education Level : Bachelor's Degree

Technical Education : NA

Certificate : TOT Certified in Call Centre Executive

Industrial Certificate : Experience

Key Skills
Communication Skills, Customer Service Skills, Call Handling Skills, Problem-Solving Skills, Technical & System Skills, Call quality standards (QA parameters), Objection handling

Other Skills
Time Management

• English - Reading, Writing, Speaking
• Hindi - Reading, Writing, Speaking