Trainer

Expert Staffing Solutions New Delhi; Gurugram District; On-site; INR 720,000 - 880,000; Full time

Benefits offered by this job

Cab facility provided

Job summary

Expert Staffing Solutions New Delhi in Gurugram is seeking an experienced Communication & Customer Support Trainer to join our team in Gurugram. The ideal candidate should have experience in delivering training for Communication and/or Customer Support processes, with strong coaching, communication, facilitation, and stakeholder management skills.

This is an excellent opportunity to be part of a fast-paced US process and contribute to building high-performing customer support teams.

Qualifications

• Minimum 18 months of relevant training experience.
• Experience in a BPO, Customer Support, Contact Centre, or US Process environment.
• Excellent verbal and written communication skills.

Responsibilities

• Deliver communication, customer service, and process training to new hires and existing employees.
• Conduct induction, refresher, upskilling, and coaching sessions.
• Assess trainee performance through evaluations, role plays, mock calls, and feedback sessions.
• Identify skill gaps and create coaching plans to improve employee performance.
• Monitor training effectiveness and maintain training-related reports and MIS.
• Work closely with Operations, Quality, and other stakeholders to identify and address performance gaps.
• Drive continuous improvement in communication, customer handling, and process knowledge.
• Ensure training delivery is aligned with business and customer experience requirements.

Skills

Communication

Coaching

Facilitation

Stakeholder management

Education

Graduate in any discipline

Job description

Communication & Customer Support Trainer:

We are hiring an experienced Communication & Customer Support Trainer to join our team in Gurugram. The ideal candidate should have experience in delivering training for Communication and/or Customer Support processes, with strong coaching, communication, facilitation, and stakeholder management skills.

This is an excellent opportunity to be part of a fast-paced US process and contribute to building high-performing customer support teams.

Job Details:

• Location: Gurugram
• Work Model: Work from Office
• Process: US Process
• Shift: Rotational Shifts
• Week Off: Rotational Week Off
• Working Days: 5 Days Working
• Experience: Minimum 18 months of relevant training experience
• CTC: Up to 8 LPA (30 to 35% hike on last drawn CTC)
• Cab Facility: Provided

Key Responsibilities:

• Deliver communication, customer service, and process training to new hires and existing employees.
• Conduct induction, refresher, upskilling, and coaching sessions.
• Assess trainee performance through evaluations, role plays, mock calls, and feedback sessions.
• Identify skill gaps and create coaching plans to improve employee performance.
• Monitor training effectiveness and maintain training-related reports and MIS.
• Work closely with Operations, Quality, and other stakeholders to identify and address performance gaps.
• Drive continuous improvement in communication, customer handling, and process knowledge.
• Ensure training delivery is aligned with business and customer experience requirements.

Preferred Candidate Profile:

• Graduate in any discipline.
• Minimum 18 months of relevant experience as a Trainer/Communication Trainer.
• Experience in a BPO, Customer Support, Contact Centre, or US Process environment.
• Excellent verbal and written communication skills.
• Strong presentation, facilitation, coaching, and interpersonal skills.
• Good analytical and problem-solving abilities.
• Strong stakeholder management skills.
• Ability to work effectively in rotational shifts and a work-from-office setup.

Why Join Us?

• Opportunity to work in a fast-paced US customer support process.
• Cab facility provided.
• Exposure to a dynamic and growth-oriented work environment.
• Opportunity to develop and coach high-performing teams.
• Career growth opportunities in the Training and Customer Experience function.