Lead Trainer

Digitide; Mumbai; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Digitide in Mumbai seeks a Lead Trainer to design, deliver, and evaluate training programs for inbound customer service agents. You will partner with management to identify needs, develop materials, and implement effective strategies for continuous improvement.

The role requires 5+ years in training or instructional design, strong communication, and expertise in LMS platforms and data-driven decision making. A collaborative, inclusive learning environment is essential.

Qualifications

• Minimum of 5 years of experience in a training or instructional design role, preferably in a customer service or call center environment.
• Proven track record of designing and delivering successful training programs with measurable outcomes.
• Excellent communication and interpersonal skills, with the ability to engage and motivate diverse audiences.
• Strong instructional design skills, including the ability to create interactive and engaging training materials.

Responsibilities

• Design and develop comprehensive training programs for inbound customer service agents.
• Deliver engaging and interactive training sessions, utilizing various instructional methods.
• Assess training needs and create tailored training plans to address specific skill gaps.
• Mentor and coach team members, providing ongoing feedback and guidance for professional development.
• Evaluate the effectiveness of training programs through regular assessments and feedback collection.
• Stay updated with industry trends and best practices in customer service training.
• Collaborate with the management team to align training initiatives with business goals and objectives.
• Foster a positive and inclusive learning environment, promoting a culture of continuous improvement.
• Provide support and resources to team members post-training, ensuring knowledge retention and application.

Skills

Training Design

Instructional Design

Delivery Skills

LMS Proficiency

Data-driven Decisions

Job description

Digitide started with a simple vision: to transform business operations and drive growth for enterprises across the globe.

For over 20 years, we’ve been at the forefront of this mission, creating lasting impact through AI-led digital solutions, smart business processes, and deep industry expertise. Our journey began as a partner to businesses looking to enhance operational efficiency and customer experiences. By combining the power of AI, data intelligence, and business process services, we’ve been able to help our customers master the digital age and stay ahead of the curve.

With a global presence across 40 locations in 5 countries and a team of 55,000 dedicated associates, we deliver transformative solutions that help businesses adapt, evolve, and thrive in a constantly changing world. We’re more than just a service provider we’re a committed partner driving meaningful impact every day. We leverage global expertise and local insights to help customers navigate challenges and seize new opportunities. With a focus on innovation, collaboration, and results, we continue to pave the way for the future of business.

Job Description

As the Lead Trainer, you will play a crucial role in shaping the skills and knowledge of our team. Your primary focus will be on designing and delivering training programs that enhance the performance and productivity of our agents. You will work closely with the management team to identify training needs, develop training materials, and implement effective training strategies. Additionally, you will be responsible for evaluating the impact of training initiatives and providing ongoing support to ensure continuous improvement.

Responsibilities

• Design and develop comprehensive training programs for inbound customer service agents.
• Deliver engaging and interactive training sessions, utilizing various instructional methods.
• Assess training needs and create tailored training plans to address specific skill gaps.
• Mentor and coach team members, providing ongoing feedback and guidance for professional development.
• Evaluate the effectiveness of training programs through regular assessments and feedback collection.
• Stay updated with industry trends and best practices in customer service training.
• Collaborate with the management team to align training initiatives with business goals and objectives.
• Foster a positive and inclusive learning environment, promoting a culture of continuous improvement.
• Provide support and resources to team members post-training, ensuring knowledge retention and application.

Qualifications

• Minimum of 5 years of experience in a training or instructional design role, preferably in a customer service or call center environment.
• Proven track record of designing and delivering successful training programs with measurable outcomes.
• Excellent communication and interpersonal skills, with the ability to engage and motivate diverse audiences.
• Strong instructional design skills, including the ability to create interactive and engaging training materials.
• Proficiency in using learning management systems and e-learning platforms for training delivery.
• Analytical mindset with the ability to interpret data and make data-driven decisions regarding training strategies.
• Experience in conducting training needs assessments and developing training plans accordingly.
• Familiarity with adult learning principles and best practices in training and development.
• Ability to work collaboratively with cross-functional teams and adapt to changing business needs.
• Strong organizational skills and attention to detail, with the ability to manage multiple projects simultaneously.

Job Info

• Job Identification 267857
• Job Category Customer Support/Operations | BPM