Customer Service Trainer Win Solutions Pvt. Ltd

2.0 - 6.0 years

0 - 0 Lacs

chennai, tamil nadu

On-site

As a Customer Service Trainer in the Training & Development department, you will play a crucial role in enhancing operations by implementing effective recruitment and training programs for call center staff. Your responsibilities will include ensuring that candidate selection aligns with job descriptions and budget constraints, designing and developing training modules, and delivering soft skills and behavioral training tailored to organizational requirements. You will be tasked with creating monthly, quarterly, and annual training calendars based on business needs and performance insights. Evaluating training effectiveness, driving internal communication related to employee development, and identifying and monitoring internal and external trainers to ensure high-quality training delivery will also be part of your responsibilities. Collaboration with the QA team to review call audits, identify performance gaps, and integrate insights into training modules for improved call quality and compliance is essential. You will conduct refresher training, upskilling programs, and process update sessions to enhance employee performance and align with evolving business needs. Your role will involve actively monitoring live and recorded calls, providing real-time feedback, and conducting coaching sessions to improve soft skills, call resolution techniques, and service quality. Analyzing agent performance data, identifying skill gaps, and refining training methodologies to drive continuous improvement in service delivery and employee engagement will be key aspects of your responsibilities. You will partner with Operations, Quality, and HR teams to align training initiatives with business objectives, ensuring that training content evolves with company policies, customer expectations, and industry trends. To excel in this role, you must have at least two years of experience in a voice-based call center, strong communication skills in Tamil and English, proficiency in public speaking, and the ability to engage trainees effectively during educational sessions. Additionally, you should demonstrate excellent interpersonal skills, effective multitasking abilities, proficiency in Microsoft Office (especially PowerPoint), strong reading comprehension, active listening skills, critical thinking, analytical skills, problem-solving capabilities, decision-making skills, and the ability to exercise sound judgment. This full-time, permanent position offers benefits such as health insurance, paid sick time, and paid time off. If you meet the required qualifications and are ready to contribute to a dynamic training environment, we look forward to receiving your application. Thank you. Job Types: Full-time, Permanent Benefits: - Health insurance - Paid sick time - Paid time off Experience: - Customer service trainer: 2 years (Required) Work Location: In person,

Posted 5 days ago

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