Call Center Training and Development Lead

Department : Call Center

Location : Secunderabad

Reports To : Head of Call Center

Industry : Healthcare

Experience Required : 5+ Years in Learning & Development / Training

Compensation : ₹8 – 10 Lakhs Per Annum (Based on relevant experience)

Position Summary

We are seeking an experienced and purpose-driven Healthcare Sales Call Center Trainer to lead the training and development of our customer care and sales teams at Ferty 9. This role is critical in shaping the brand voice, enhancing customer acquisition, and strengthening trust and engagement in the fertility and healthcare space. The Trainer will design and deliver high-impact training programs to equip call center agents with product knowledge, sales techniques, compliance awareness, and customer empathy.

Key Responsibilities

• Design and deliver comprehensive training programs for new and existing call center agents on :
• Healthcare product and service knowledge
• Sales techniques (upselling, cross-selling, objection handling, closing)
• CRM systems and call center tools
• Facilitate onboarding, refresher training, and continuous learning sessions to improve sales performance and customer experience.
• Conduct assessments through knowledge checks, simulations, and live call evaluations to measure training effectiveness.
• Collaborate with Sales, Quality Assurance, and Compliance teams to identify skill gaps and create targeted training modules.
• Develop and update training materials, scripts, job aids, and e-learning content in alignment with company goals and industry standards.
• Provide floor support, coaching, and one-on-one guidance to improve agent performance and conversion metrics.
• Analyze performance metrics (conversion rates, call quality scores, compliance audits) to customize individual or group coaching.
• Maintain accurate training records, attendance, and performance reports for compliance and audits.

Qualifications

Education :

Experience :

Skills & Competencies

Preferred Qualifications

Why Join Us?

Ferty 9 – Empowering Families, Inspiring Hope