Corporate Trainer

RAC IT Solutions; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

RAC IT Solutions in Mumbai, India seeks a dynamic Trainer & Team Lead to train, mentor, and lead customer support teams, driving performance improvements. The role focuses on process training, interview management, and preparing teams for operational excellence.

The ideal candidate will conduct inductions, develop training content, analyze performance data, and coordinate with HR for onboarding and development initiatives, aiming to raise service levels and competency across the team.

Qualifications

• Hands-on experience in process training
• Interview management for BPO/customer support roles
• Team leadership and mentoring

Responsibilities

• Conduct induction, process, product, and refresher training for new and existing employees.
• Lead, coach, and mentor customer support teams to achieve performance targets.
• Prepare and deliver training content, presentations, and learning materials.
• Conduct interviews and assess candidates for BPO/customer support roles.
• Analyze team performance and identify training needs.
• Review and monitor lead quality and overall operational performance.
• Prepare Performance Improvement Plans (PIPs) for underperforming employees.
• Track and maintain training records, performance reports, and team dashboards.
• Coordinate with Operations and HR for onboarding and training schedules.
• Ensure process compliance and SOP adherence.

Job description

We are looking for a dynamic Trainer & Team Lead who can effectively train, mentor, and lead customer support teams while driving performance improvement. The ideal candidate should have hands-on experience in process training, interview management, team leadership, performance analysis, and preparing teams to achieve operational excellence.

Key Responsibilities

• Conduct induction, process, product, and refresher training for new and existing employees.
• Lead, coach, and mentor customer support teams to achieve performance targets.
• Prepare and deliver training content, presentations, and learning materials.
• Conduct interviews and assess candidates for BPO/customer support roles.
• Analyze team performance and identify training needs.
• Review and monitor lead quality, team performance, and overall operational performance.
• Prepare Performance Improvement Plans (PIPs) for underperforming employees.
• Conduct regular feedback sessions, coaching, and one-on-one reviews.
• Track and maintain training records, performance reports, and team dashboards.
• Coordinate with Operations and HR teams for onboarding, training schedules, and employee development initiatives.
• Ensure process compliance, SOP adherence, and continuous improvement initiatives.