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TL-CX-Multi Channel Helpdesk

Cognizant

2 - 5 years

Gurugram

Posted: 27/08/2025

Job Description

Job Description – TL Trainer

Overview:

· Responsible for the delivery and evaluation of soft skills training on all aspects of client training; to prepare learners to perform job functions within predetermined KPIs/ performance metrics.

· Responsible for utilizing appropriate delivery techniques in a blended/scenario/transmission/ self-based learning environment.

· Provide Coaching & Feedback and supervision during NHT/OJT/Nesting/Refreshers

· Designing and developing customized training programs and materials based on identified needs and learning objectives.

· Coordinate New Hire, Progression & Enhancement Training activity

· Assessing the effectiveness of training programs, gathering feedback, and making necessary adjustments to improve outcomes.

· Participate in minor client interaction (include effective curriculum feedback and client visits)

· Needs to be dynamic i.e they must be adaptable and open to feedback, continuously refining their methods to meet the needs of learners and the training environment effectively.

Responsibilities:

· Facilitates/Delivers coaching and training programs in an ILT/Virtual/blended learning environment for NHT/Upskilling batches

· Monitor & Evaluates trainee's performance by administering assessments/DIP checks & generating reports to support learner Supervises trainees from a communication perspective.

· Conducts Daily/Weekly batch with the stakeholders to discuss agent progress and charts & executes action plans as appropriate

· Identifies needed revisions/additions to training curriculum/scenarios/materials

· Performs regular audits to identify/support/coach floor population on communication standpoint

Qualifications:

· Minimum Graduate

· Minimum 3 yrs experience in communication or soft skill training

· English proficiency C2 or C1

· Must be proficient with MS Office and equivalent

About Company

Cognizant is a global leader in technology and consulting services, helping businesses transform their operations through digital solutions. Specializing in IT services, including software development, business process outsourcing, and consulting, Cognizant supports clients across industries such as healthcare, financial services, manufacturing, and retail. With a focus on innovation, Cognizant assists organizations in modernizing their technology, improving operational efficiency, and enhancing customer experiences. Headquartered in the U.S., it is consistently ranked among the most admired companies in the world and is a member of the NASDAQ-100.

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