Looking For Trainer with Excellent communication For Contact Centre

Wipro; Pune District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Wipro is seeking an experienced trainer to deliver new-hire, cross-skill, and refresher programs in CRM and contact-centre environments. You will facilitate instructor-led, virtual, and blended learning and convert process docs into engaging content.

You will publish training reports, maintain certification records, and support audits. Knowledge of Genesys, Confluence, Slack, Atlas, Verint, Persona, AWS WorkSpaces and AWS Systems Manager is preferred.

Qualifications

• Experience delivering training across CRM and contact-centre environments.
• Ability to learn and facilitate training on multiple platforms and AI-enabled servicing environments.
• Ability to convert process documentation into engaging learning content.

Responsibilities

• Deliver new-hire, cross-skill, and refresher training programs.
• Facilitate process, product, systems, compliance, and customer-experience training.
• Deliver instructor-led, virtual, and blended learning programs.
• Conduct role plays, simulations, and case-study-based learning.
• Participate in client KT sessions and SME workshops.
• Convert process documentation into learning content.
• Maintain training decks, SOPs, job aids, assessments, and knowledge repositories.
• Ensure content version control and audit readiness.
• Conduct knowledge assessments, system assessments, and certification programs.
• Track learner progress and maintain certification records.
• Identify critical-error trends and support remediation plans.
• Recommend certification, recertification, or deferment decisions.
• Analyze quality failures attributable to training gaps.
• Conduct refresher interventions and coaching sessions.
• Publish daily and weekly training reports.
• Maintain compliance evidence for audits and client reviews

Skills

Training delivery

Learning facilitation

Analytics & reporting

Tools

Genesys

Confluence

Slack

Atlas

Verint

Persona

Amazon WorkSpaces

AWS Systems Manager

Job description

Role & responsibilities

• Deliver new-hire, cross-skill, and refresher training programs.
• Facilitate process, product, systems, compliance, and customer-experience training.
• Deliver instructor-led, virtual, and blended learning programs.
• Conduct role plays, simulations, and case-study-based learning.Participate in client KT sessions and SME workshops.
• Convert process documentation into learning content.
• Maintain training decks, SOPs, job aids, assessments, and knowledge repositories.
• Ensure content version control and audit readiness.Conduct knowledge assessments, system assessments, and certification programs.
• Track learner progress and maintain certification records.
• Identify critical-error trends and support remediation plans.
• Recommend certification, recertification, or deferment decisions.Analyze quality failures attributable to training gaps.
• Conduct refresher interventions and coaching sessions.
• Publish daily and weekly training reports.
• Maintain compliance evidence for audits and client reviews

Hiring Skills:

• Experience delivering training across CRM, contact-centre, virtual-desktop, and AI-enabled servicing environments.
• Ability to learn and facilitate training on Genesys, Confluence , Slack, Atlas, Verint, Persona, , Amazon WorkSpaces, and AWS Systems Manager.
• AI-ready trainer capable of delivering, certifying, and governing learning in an AI-enabled customer service environment, the above will be an added advantage