We are looking for a trainer to train our customer support group (outbound and inbound teams) on the following,

• Call handling process
• Soft skills
• Communication skills
• Query resolution

Requirements: (but not limited to)

• Should have an in depth knowledge of call handling process.
• Proficiency in Soft skills training
• Audit customer calls and give feedback to customer support group and concerned stakeholders
• Documenting training progress and reporting to concerned stakeholders
• Should have classroom training experience including running orientation programs for new joiners in customer support group
• Should have knowledge of industry standards related to customer satisfaction scores
• Conduct short modules of refresher training on the floor.
• Should have knowledge of e-learning tools and blended learning approaches for customer support executives.
• Excellent communication skills.
• Able to plot and analyze key performance metrics related to customer support function.
• Work closely with ops, QA team to understand areas of interdependence with customer support group and suggest ways to resolve bottlenecks if any.
• A customer service mindset and values like empathy are highly desirable.

Design and implement Training programs that can be used to develop and improve the skills required for the job.

• Monitor, provide, record and evaluate effective training activities
• Implementation and revision of the training programs
• Develop training methods and material
• Presents information using a large verity of techniques including visual materials, Team exercises, Role playing, and decisions
• Prepare training related reports and maintain trainers dashboard.
• Track the progress of the trainings and maintain a learners record.
• Coordinate with employees for churning content for the employee Newsletter
• Vendor Management