Technical Trainer

Job Title: Trainer - Customer Experience & Technical Service Desk

Location: Mysore & Bangalore

Department: Training and Quality COE

Reports to: Training Manager/Leader

Employment Type: Full Time

Number of Openings: 21

Dear Applicant,

We are looking for a dynamic and experienced Customer Experience & Technical Service Desk trainer to lead training initiatives that enhance customer interactions across CX BPM operations. The ideal candidate will be responsible for equipping agents and team leaders with the skills, knowledge, and mindset needed to deliver exceptional customer experience in fast-paced, process-driven environment.

Key Ask:

Design and deliver training programs focused on customer service, communication, empathy, and process adherence.

Conduct onboarding and continuous learning sessions for customer experience teams across various verticals (Voice, Chat, Email, etc.)

Collaborate with operations, quality and HR teams to identify skill gaps and develop targeted training interventions.

Use real time data and feedback to refine training content and improve delivery effectiveness.

Facilitate role-plays, simulations, and scenario based training to build practical customer handling skills.

Monitor post training training performance and to provide coaching to ensure sustained improvement.

Maintain training documentation, reports and feedback for audit and compliance.

Stay updated on BPM trends, customer expectations & technology tools to keep training relevant.

Qualification:

Bachelor's degree in any discipline; specialization in communication, or Business preferred

4-6 Years of relevant experience in Customer Service Training within BPM or BPO set-up.

Strong understanding of customer experience metrics (CSAT,NPS,FCR, etc.)

Excellent facilitation, presentation, and interpersonal skills.

Familiarity with CRM platforms, call centers tools, and LMS systems.

Certification in training, coaching, or customer experience

Preferred Skills:

Ability to manage diverse learner groups and adapt training styles accordingly.

Analytical mindset to interpret performance data and training impact.

High emotional intelligence and empathy

Strong organizational and documentation skills.

What do we have in stored for you at Infosys BPM.

1) Purpose & Impact

2) Learning & Growth

3) Culture of Care

4) Collaboration & Inclusivity

5) Values-Driven Environment

6) Recognition & Meritocracy

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