Technical Trainer

You are a dynamic and experienced Customer Experience & Technical Service Desk trainer sought by our Training and Quality COE team to drive training initiatives that enhance customer interactions in CX BPM operations. Your role involves equipping agents and team leaders with the necessary skills, knowledge, and mindset to provide exceptional customer experience in a fast-paced, process-driven environment. Your key responsibilities include designing and delivering training programs focusing on customer service, communication, empathy, and process adherence. You will conduct onboarding and continuous learning sessions for customer experience teams across various verticals such as Voice, Chat, Email, etc. Collaborating with operations, quality, and HR teams, you will identify skill gaps to develop targeted training interventions. Utilizing real-time data and feedback, you will refine training content and delivery effectiveness. Role-plays, simulations, and scenario-based training will be facilitated to enhance practical customer handling skills. Monitoring post-training performance, you will provide coaching to ensure sustained improvement and maintain training documentation, reports, and feedback for audit and compliance purposes. To qualify for this role, you should hold a Bachelor's degree in any discipline, with a specialization in communication or business preferred, along with 4-6 years of relevant experience in Customer Service Training within BPM or BPO setups. You should have a strong understanding of customer experience metrics such as CSAT, NPS, FCR, etc., excellent facilitation, presentation, and interpersonal skills, familiarity with CRM platforms, call center tools, and LMS systems, as well as a certification in training, coaching, or customer experience. Desired skills include the ability to manage diverse learner groups and adapt training styles accordingly, an analytical mindset to interpret performance data and training impact, high emotional intelligence and empathy, and strong organizational and documentation skills. At Infosys BPM, we offer a purposeful and impactful work environment, opportunities for learning and growth, a culture of care, collaboration, and inclusivity, a values-driven setting, and recognition based on meritocracy. We encourage you to share this opportunity with your peer groups, friends, and professional network.,