Soft Skills Trainer Lead

Hexaware Technologies; Nagpur District; In loco; INR 500.000 - 700.000; Tempo pieno

Descrizione del lavoro

Hexaware Technologies is seeking a training specialist to design, develop, and deliver training programs for Customer Service (E-commerce) processes, tools, and customer interaction skills.

You will mentor employees, monitor training effectiveness, and collaborate with Quality and Operations to drive improvements while maintaining records and dashboards across the learning lifecycle.

Competenze

• Graduate in any discipline.
• 2+ years of training experience in E-commerce Customer Service.
• Strong communication and coaching skills.
• Knowledge of customer service processes, escalations, and conflict resolution.
• MS Office proficiency.

Mansioni

• Design, develop, and deliver training programs for Customer Service (E-commerce) processes, products, tools, and customer interaction skills.
• Create and update training content, including role plays, case studies, mock calls, objection handling exercises, and knowledge materials.
• Coach and mentor employees to enhance communication, empathy, professionalism, problem-solving, and customer-centric behavior.
• Monitor training effectiveness through assessments, feedback, performance metrics, audits, and on-the-job coaching.
• Collaborate with Quality and Operations teams to drive process improvements, ensure compliance, and develop standardized customer response templates.
• Maintain training records, dashboards, performance reports, training plans, and documentation throughout the employee learning lifecycle.

Conoscenze

Training & Coaching

Stakeholder Management

Communication

Customer Service Processes

Empathy & Professionalism

Shift Flexibility

Formazione

Graduate in any discipline

Strumenti

MS Office

Descrizione del lavoro

Role & responsibilities

• Design, develop, and deliver training programs for Customer Service (E-commerce) processes, products, tools, and customer interaction skills.

• Create and update training content, including role plays, case studies, mock calls, objection handling exercises, and knowledge materials.

• Coach and mentor employees to enhance communication, empathy, professionalism, problem-solving, and customer‑centric behavior.

• Monitor training effectiveness through assessments, feedback, performance metrics, audits, and on-the-job coaching.

• Collaborate with Quality and Operations teams to drive process improvements, ensure compliance, and develop standardized customer response templates.

• Maintain training records, dashboards, performance reports, training plans, and documentation throughout the employee learning lifecycle.

Preferred candidate profile

• Graduate in any discipline with 2+ years of training experience in E-commerce Customer Service (Voice/Non-Voice preferred).

• Strong communication, coaching, and stakeholder management skills.

• Knowledge of customer service processes, escalations, and conflict resolution.

• Proficient in MS Office (Word, Excel, PowerPoint, Outlook).

• Customer-focused with strong empathy and professionalism.

• Flexible to work in shifts and adapt to changing business needs.