Lead Training
4 days ago
Job Information
Department Name
Customer Service
Date Opened
12/11/2025
Industry
Telecommunications
Job Type
Full time
City
Noida
State/Province
Uttar Pradesh
Country
India
Zip/Postal Code
201301
Job Description
POSITION DETAILS
JOB PURPOSE
To monitor and improve Training across various customer operations processes and customer touch points by means of regular and structured learning interventions
DUTIES AND RESPONSIBILITIES
New Hire Induction Training Program Development and Delivery
Ensure that content for NHIT is always updated
Ensure that parameters for NHIT batch are met during the nesting period
Conduct TTT for the Trainers at Call Centre
Refresher design and delivery based on TNI inputs
Content preparation and Delivery of Product and Process Updates
Ensure that all updates are updated on LMS and Knowledge portal in a timely manner
Ensure that Product Knowledge Tests are held as per stipulated intervals
Ensure that Training Infrastructure at partner premises are as per agreed parameters
Ensure that training team is adequately staffed
Drive NPS by identifying NPS related TNI and preparing refreshers around the same
Ensure that Reward & Recognition programs are help timely for the partner Customer Support team
Coordination with LMS partners to ensure Learning systems are always up and running
Coordination with partner team to ensure all agents have requisite IDs
Maintenance of and compliance with respect to Training Budget decided during AOP
Team Size
1 team member for Content and Partner Manpower – (1 Training Lead + 3 team members)
Requirements
QUALIFICATIONS
EXPERIENCE REQUIREMENTS
5+ years in functional domain
EDUCATION REQUIREMENTS
Bachelor's Degree/Master's Degree preferable
REQUIRED SKILLS
Strong Customer Focus, Communication Skills, Analytical & Critical Thinking, Team player & ability to work in challenging work environment, Attention to details, Familiarity with Content Development and related applications, Data Mining and Analytics using MS Excel and/or MS Access
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