Customer Service Trainer

Customer Service Trainer

Location
- Bangalore.

Exp
- 5 yrs
- in Call Center, 2 yrs as trainer
- Use appropriate research methodology and principles to carry out research ethically and effectively.
- Identify improvement needs accurately.
- Conduct training needs assessment and recommend appropriate program/s to meet those needs.
- Examine data from multiple sources and integrate data/ inputs to determine and resolve key issues.
- Determine multiple solutions /alternatives keeping in mind the various stake holders; select / recommend the optimal solution.
- Use appropriate tools and methods for data analysis, collection, quality checks, and reporting.
- Use basic analytical methods to identify problems for client scenarios and recommend solutions.

Planning and Organizing:

- Plan / schedule trainings and coaching while optimizing the resources available.
- Ensure training/ coaching plan is executed in a timely manner.
- Complete all administrative tasks on time.

Facilitation (CS100, 200, Refreshers, Coach-the-Coach):

- Use facilitation skills / experience for effective behavioural training.
- Think on one's feet and adapt learning facilitation flow according to the trainees' WINs (Wants, Interests and Needs).
- Extend follow-up support on the floor (via TLs, QAs, SMEs, Coaches) to sustain learning and improve performance.
- Exhibit patience and dedication to bring participants up the learning curve.
- Utilize relevant tools required to help participants learn and to extend support to them.

Customer Service Domain Knowledge:

- Exhibit pleasant nature with a receptive attitude in order to reflect the true essence of Customer Service (Lead by Example).
- Consistently display strong customer service skills (courtesy, patience, helpfulness, sincerity, receptiveness, responsiveness, accountability, responsibility etc.).
- Translate customer service business requirements into training / coaching action plans.

High Impact Communication:

- Mentor and guide through positive communication.
- Utilize excellent oral and written communication skills.
- Listen effectively and build rapport appropriately.
- Remain receptive to feedback with a desire to constantly improve self.

Consulting:

- Work closely with the quality team to ensure consistency
- Work closely with CS operations leaders to ensure improved performance

Documentation / Reporting:

- Use MS-Word, Excel and Powerpoint to report and document efficiently, effectively and accurately in a timely manner.

**Requirements**:
Working knowledge of research methodology and principles.

Experienced in development needs assessment (TNA) techniques/ tools.

Experienced in training / intervention calendar preparation.

Advanced classroom training facilitation and coaching skills.

Advanced knowledge of relevant tools required to help participants learn and to extend support to them.

Advanced Customer Service attitude, skills and knowledge.

Ability to translate customer service business requirements into training / coaching action plans.

Client consulting skills.

Willingness to relocate, travel and work in shifts, at short notice.

**Qualifications**

Min. 5 years call center experience and 2 years in training and coaching.

Excellent in MS office products (Excel, Word, Outlook, PowerPoint).

Experienced in training scheduling, delivery and reporting.

Interface effectively and professionally with all levels of management both internally and externally.

Excellent Oral and Written communication skills.

Excellent analytical and problem solving skills.

Pay: ₹500,000.00 - ₹700,000.00 per month

**Benefits**:

- Health insurance
- Paid time off

Ability to commute/relocate:

- Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Higher Secondary(12th Pass) (preferred)

**Experience**:

- total work: 1 year (required)
- Customer service: 1 year (required)

**Language**:

- English (required)
- Hindi (preferred)

Work Location: In person