Trainer cum Team Lead

Work Details:

Shift: 09:00 AM - 06:00 PM

Work Mode: On-site in Noida

Working Days: 6 Days Working, Rotational Off.

No Work from Home

Job Overview:

We are seeking an experienced Trainer cum Team Leader to drive excellence in our customer service operations. This dual-role position combines training responsibilities with team leadership, focusing on developing talent, ensuring quality standards, and optimizing team performance through effective coaching and operational management.

Note: Candidates currently residing in Noida/NCR will be prioritized in the selection process due to operational requirements.

Key Responsibilities:

Training & Development:

• Design and deliver comprehensive training programs on services, processes, and best practices
• Conduct onboarding sessions for new team members
• Create training materials, SOPs, and reference guides
• Assess training effectiveness and adjust curriculum based on performance data
• Organize refresher training on regular basis.

Quality Assurance & Performance Management:

• Conduct regular call audits and quality assessments (minimum 20-25 calls/week)
• Listen to customer interactions and provide detailed, actionable feedback
• Monitor key performance indicators (KPIs) including CSAT, AHT, FCR, and quality scores
• Identify performance trends and skill gaps across the team
• Implement improvement plans and track progress through follow-ups

Team Leadership:

• Lead and mentor a team consisting of customer service and sales representatives
• Conduct one-on-one coaching sessions and performance reviews
• Handle escalations and support team members in complex customer situations
• Foster a positive, motivated team environment
• Ensure adherence to service quality standards and company policies
• Manage daily operations, schedules, and resource allocation

Required Qualifications:

Experience:

• 5+ years in customer service/support operations
• 2+ years in training and/or team leadership roles
• Proven track record in call center or customer support environment
• Experience conducting call audits and quality monitoring

Skills & Competencies:

• Excellent verbal and written communication skills
• Strong presentation and facilitation abilities
• Analytical mindset with ability to interpret performance data
• Coaching and mentoring expertise
• Conflict resolution and problem-solving skills
• Proficiency in MS Office (Excel, PowerPoint, Word)

Technical Knowledge:

• Familiarity with CRM systems (Salesforce, Zoho, Freshdesk, or similar)
• Experience with call monitoring/recording software
• Understanding of quality frameworks and audit methodologies

Preferred Qualifications:

• Bachelor's degree in any discipline
• Certification in Training & Development or Quality Management
• Experience in [your industry - e.g., e-commerce, tech support, BPO]
• Preference for candidates who are permanent residents of Noida

What Success Looks Like:

• Team quality scores consistently above 85%
• Improved first-call resolution rate
• Successful training completion with measurable performance improvement
• High team engagement and low attrition