A Trainer at a Call Center faces the daunting task of training all the concerned personnel with the appropriate and accurate amount of training to deal with clientele from across varying sections of the world, people belonging to different economic categories, different socio-economic stratas and even juveniles.

One of the chief responsibilities of a Trainer is to research and develop the requisite training courses to support the staff in the call center. These would include both soft and technical skills. A Trainer must be proficient in imparting training courses, telephone excellence within specified time-frames and ensuring positive results. Other duties include the evaluation of the staff, their progress and their respective appraisals.

The Trainer must possess strong adult learning principles, must be a Call Center Trainer and have expertise in interpersonal verbal and oral communication skills, the ability to exercise sound judgement and proficient in exercising initiative. The individual should have strong leadership qualities, an independent decision maker and should be able to motivate and lead the staff in the most professinal manner.The individual should also have excellent analytic and organisational skills, should be highly computer literate and have an unbiased problem-solver. Experience and knowledge of call center technology and systems is an absolute must for a person to qualify as a Trainer.

Some other duties include developing training for new products and the identifying of new trends which require attention and have to be given to the staff.

A minimum education is a pre-requisite. This combined with prior experience of a couple of years and a successful proven track record qualifies one to fit this job profile in a suitable fashion. The remuneration varies from call center to call center. The growth prospects are excellent and with a successful track record one can progress speedily in this industry to senior positions like those of a Senior Trainer, Assistant Manager – Training and Training Manager.

An HR Advisor is a competent individual who applies his/her broad knowledge of training concepts, practices and procedures towards the successful functioning of the organisation.

An HR Advisor normally reports to the Head of HR under whose guidance and supervision the individual is exposed to the full gamut of HR responsibilities. The HR Advisor has to provide a all-inclusive HR advisory service to the management team and is often responsible for all the administration related activities of the HR department. This person is also expected to implement ad-hoc HR projects.

Other important duties include the management of recruitment and induction, the successful management of all matters pertaining to Employee Relations. These would include both disciplinary and grievance issues as well as policy development; coordination and administration of training, compensation and benefits, and salary reviews.

A qualifying candidate must posses a bachelor’s degree. The person could also have a CIPD qualification (Chartered Institute of Personnel and Development) combined with a minimum of 3 years experience in the area of Human Resources.

The salary packages are attractive but in accordance with a person’s experience and proven track record. Growth prospects are excellent as a successful HR Advisor can very swiftly graduate to an HR Assistant Manager or a Manager.