We’re Hiring: Trainer

**Job Title: Team Leader - Trainer**

**Location: Pune**

**Department: L&D Team**

**Reports To: Manager -Operations**

**Job Summary**:
The Trainer is responsible for designing, delivering, and evaluating training programs that support employee development and business objectives. This role plays a vital part in equipping new hires and existing staff with the knowledge and skills required to perform effectively and efficiently

**Key Responsibilities**:
**1. Operational Management**:

- Develop and deliver engaging training programs (classroom, virtual, and on-the-job) for new hires and existing employees.
- Assess training needs in collaboration with department managers and leadership.
- Create training materials, manuals, e-learning modules, and job aids tailored to the audience and business needs.
- Conduct onboarding sessions to introduce new employees to company culture, policies, and systems.
- Evaluate training effectiveness through assessments, feedback, and performance tracking.
- Provide coaching and support to trainees during and after the training period.
- Maintain training records and ensure documentation is accurate and up to date.
- Continuously improve training content based on feedback, industry trends, and performance outcomes.

**2. Team Leadership and Development**:

- Lead, mentor, and develop a team of customer service operations professionals, ensuring clear communication and the achievement of department goals.
- Conduct regular training sessions to keep the team updated on new policies, products, and industry trends.
- Foster a positive work environment that encourages collaboration, productivity, and continuous improvement.

**3. Process Improvement**:

- Analyze and optimize operational processes to identify areas for improvement and implement best practices.
- Coordinate with other departments, to ensure a seamless process flow.
- Implement and oversee automation tools and technology solutions to streamline operations.

**4. Additional Skills**:
Training Delivery:
Conduct voice and accent training sessions, including pronunciation, accent neutralization, and voice modulation techniques.

Needs Analysis:
Assess individual and team needs to identify areas for improvement in communication skills.

Content Development:
Develop and refine training materials, including presentations, exercises, and case studies.

Coaching and Feedback:
Provide individual and group coaching, feedback, and guidance on pronunciation, accent, and voice modulation.

Performance Monitoring:
Track trainee progress, identify areas needing further support, and adjust training accordingly.

Soft Skills Training:
May also be responsible for delivering soft skills training, including communication skills, phone etiquette, and cultural sensitivity.

**5. Customer Service and Stakeholder Management**:

- Maintain a focus on customer satisfaction by ensuring timely and accurate processing of insurance policies and claims.
- Work closely with internal and external stakeholders, including brokers, clients, and insurers, to ensure alignment and high service standards.
- Address any escalated customer complaints or issues promptly and effectively.

**6. Reporting and Analysis**:

- Prepare and present regular reports on operational performance, trends, and departmental KPIs to senior management.
- Conduct data analysis to identify emerging trends and areas for potential operational improvements.

**7. Qualifications and Skills**:

- Bachelor’s degree in any field.
- 5+ years of experience in a customer service or contact center environment
- Strong knowledge of contact center technologies (e.g., CRM, IVR, ACD, WFM).
- Excellent leadership and team management skills, with the ability to drive results and foster a collaborative team environment.
- Strong analytical and problem-solving abilities.
- Excellent communication skills, both written and verbal.
- Proficiency in insurance management software and MS Office Suite.

**8. Personal Attributes**:

- Proven experience in training or coaching, with a focus on voice and accent development is preferred.
- Excellent command of spoken and written English.
- Strong understanding of phonetics, linguistics, and training methodologies.
- Ability to effectively communicate and engage with diverse audiences.
- Knowledge of various accent types and strategies for accent modification.

Other:

- Excellent interpersonal and communication skills.
- Ability to work independently and as part of a team.
- Flexibility to adapt to different training environments.

**9. Working Hours**

**Interested?**
Contact**:+91 62800 85970** - Harsh Vardhan Syal

**Job Types**: Full-time, Permanent, Fresher

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

**Benefits**:

- Flexible schedule
- Food provided
- Health insurance
- Life insurance
- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Monday to Friday
- Night shift
- US shift

**Language**:

- English (required)

Work Location: In pers