Customer Service Trainer

Hiring LGBT+ **Talent Only **_**(LGBT+ Stands for Lesbian, Gays, Bisexual, Transgender, Queer, Intersex, Pansexual - OUT or CLOSETED)**_

Job Title: Customer Service Trainer - **LGBT+ Talent Only **_**(LGBT+ Stands for Lesbian, Gays, Bisexual, Transgender, Queer, Intersex, Pansexual - OUT or CLOSETED)**_

Experience: 5 to 8+ yrs experience

Location: Thane, Maharashtra

Industry: Finance and Investment Company

CTC: Best in the Industry

**JOB DESCRIPTION**

Build capability of our off-roll teams in the contact centre on product & process to deliver a superlative customer service experience.

Conduct thorough training needs analysis, skill gap analysis for the target audience working at the contact center

Create all training content & facilitate training sessions for the target audience. Developing training materials for various instructional delivery methods including computer
- based training (bots, interactive, classroom training, and written job aids)

Actively shadow and coach training participants on-the-job on customer service orientation & process

Accountable for achieving individual training performance metrics

Create assessments & certifications to evaluate readiness for performance on various customer service effectiveness & efficiency parameters

Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment.

Responsible for day-to-day functional direction of agents within the program training classroom environment, including progress monitoring for the duration of training, providing coaching and developmental feedback and readiness recommendations.

Support and partner with CC Managers to transition agents from training to production environment, ensuring competency levels meet business needs (where required).

Maintain relevant process/product knowledge by interacting across functions, and side by side observations.

Measure the effectiveness of training programs using various feedback methods - focus groups, interviews, and surveys that will lead to enhancement of training resources and programs based on results of evaluation

Develop & modify the training curriculum basis feedback from managers/supervisors, customer NPS data and emerging training needs analysis

Participate and contribute to continuous learning culture by maintaining engagement on change management, product and services releases, policies, processes, and procedures

**Education**: Must be graduate (in any stream)

Should have an experience in training in Ecommerce/BPO/KPO/ITES/Aviation/BFSI domain/ Telecom

Essential skills - Strong orientation for customer service through process & interactions

Strong facilitation skills - Ability to convert process into engaging training content

Ability to coach for performance on-the-job

Ability to effectively communicate, both written and verbally

Proficient in Microsoft Office (Power Point) & Good Knowledge about computers

Ability to multi-task, meet timelines on deliverables and detail oriented

Demonstrate strong probing and problem-solving skills

Good people management skills, Analytical Skills / Quantitative skills
- Should be able to handle complex queries and resolve agent/team queries independently Self-motivated and ability to drive initiatives to closure Analyses possible solutions using standard procedures and principles

We are only Hiring LGBT Talent, please adhere to the above Job Description.

If you belong from the LGBT Community, then please apply

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹80,000.00 - ₹100,000.00 per month

**Benefits**:

- Paid sick time
- Paid time off
- Provident Fund

Schedule:

- Day shift
- Fixed shift
- Monday to Friday

Work Location: One location

**Speak with the employer**

+91-XXXXXXXXXX