Job Description – Call Center Executive (TOT-Certified Trainer)

1. Position: Call Center Executive – TOT-Certified Trainer
   Employment Type: Full-Time / Part-Time
   Industry: Skill Development & Vocational Training
   Location: As per Project Requirement

Job Summary:
We are looking for a TOT-Certified Call Center Executive Trainer to deliver high-quality training to candidates in the Call Center/Customer Care domain. The trainer will be responsible for imparting both theoretical and practical knowledge, developing candidates’ communication and customer-handling skills, and preparing them for assessment, certification, and employment.

Key Responsibilities:

1. Deliver training as per the approved Qualification Pack (QP) and NOS.
2. Conduct practical and classroom sessions related to call center operations and customer service.
3. Train candidates in verbal communication, active listening, telephone etiquette, customer handling, and professional behaviour.
4. Explain call handling procedures, customer interaction techniques, complaint resolution, and escalation processes.
5. Conduct role plays, mock calls, practical exercises, and assessments.
6. Maintain daily attendance, training records, lesson plans, and required MIS/documentation.
7. Monitor candidate performance and provide individual guidance wherever required.
8. Conduct pre-assessment preparation and ensure candidates are ready for the final assessment.
9. Motivate candidates and support them in developing employability and workplace skills.
10. Coordinate with the Training Centre/Project Team regarding training schedules and candidate progress.
11. Maintain discipline and ensure compliance with project and training guidelines.
12. Support candidates in understanding job opportunities, interview preparation, and placement readiness.
13. Ensure training quality and achievement of project-defined learning outcomes.

Required Qualification & Experience:

1. TOT Certificate is mandatory.
2. Relevant educational qualification as prescribed for the applicable QP/job role.
3. Relevant industry/training experience in Call Center, Customer Care, BPO, Telecalling, or Customer Service.
4. Good communication and presentation skills.
5. Strong command of Hindi and English; additional regional language will be an advantage.
6. Experience in skill-development projects such as PMKVY, DDU-GKY, or other government-sponsored training programs will be preferred.
7. Ability to manage classroom and practical training effectively.

Key Skills:

1. Call Center Operations
2. Customer Service
3. Telecalling
4. Communication Skills
5. Telephone Etiquette
6. Customer Handling
7. Complaint Resolution
8. Active Listening
9. BPO Operations
10. CRM Basics
11. Soft Skills & Employability Skills
12. Classroom Management
13. Candidate Counselling
14. Assessment Preparation
15. Training & Facilitation

TOT Certified

I can also prepare the Other Keywords + Key Skills + professional job-posting format for this Call Centre Executive Trainer role.Top of Form

Education Level : Bachelor's Degree

Technical Education : YES

Certificate : TOT certificate

Industrial Certificate : Industry experience

Key Skills
Customer Service & Customer Relationship Management (CRM), Inbound & Outbound Call Handling, Effective Communication Skills,Active Listening & Query Resolution,Call Etiquette & Professional Telephone Skills

Other Skills
Time Management

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