Trainer

UnifyCX; Hyderabad; On-site; INR 400,000 - 520,000; Full time

Job summary

UnifyCX, Hyderabad, India, seeks a Trainer to deliver product, process, technical, and soft-skills training to new hires and agents handling residential support via voice and chat. You’ll enhance agent capability, improve performance metrics, and ensure readiness to meet quality and customer experience standards.

The role requires 3–5 years in BPO/CC training, strong knowledge of voice and chat processes, excellent presentation skills, and experience with LMS and performance tracking.

Qualifications

• Graduate preferred (education level may vary)
• 3–5 years of experience in BPO / Contact Center training
• Prior experience in B2C Telecom / Technical Support is strongly preferred
• Strong knowledge of voice & chat processes, troubleshooting flows, and customer handling
• Excellent presentation, facilitation, and communication skills
• Experience with LMS, training assessments, and performance tracking
• Flexible to work shifts as per business requirements

Responsibilities

• Deliver end-to-end New Hire Training covering product knowledge, tools, troubleshooting flows, call/chat handling, and customer experience
• Train agents on broadband, Wi‑Fi, routers, device connectivity, app login, and speed-related issues
• Ensure agents are production-ready before floor deployment
• Conduct refresher trainings on service changes, new features, promotions, and policy updates
• Partner with Operations and Quality teams to address performance gaps through targeted training
• Coach agents on effective issue diagnosis, step-by-step troubleshooting, and first contact resolution
• Train agents on proper escalation handling and documentation in CRM/ticketing systems
• Train agents on communication skills, empathy, active listening, objection handling, and service-to-sales conversations
• Reinforce quality guidelines, compliance requirements, and customer-first behaviors
• Conduct knowledge checks, mock calls/chats, and certification assessments
• Track training effectiveness through post-training performance metrics and feedback
• Maintain training materials, assessments, and attendance records
• Work closely with Operations, Quality, and Team Leads to align training goals with business objectives
• Support nesting/buddy programs and floor support during go-live phases

Skills

New Hire Training

Process Training

Technical Troubleshooting

Soft Skills Instruction

Training Evaluation

Stakeholder Collaboration

Education

Graduate

Tools

LMS

CRM

Job description

We’re always on the lookout for passionate individuals to help us shape the future of customer experience.

A culture that values collaboration, creativity, and diversity

Whether you’re directly engaging with clients or driving innovation in technology, you’ll find a culture at UnifyCX that values collaboration, creativity, and diversity and puts people at the core of everything we do. Our team members are empowered to bring their unique skills to the table, contributing to a company that’s leading the way in customer experience solutions.

With a presence across the United States, India, the Philippines, the Dominican Republic, Jamaica, Honduras, and Colombia, UnifyCX offers opportunities to work in dynamic markets around the world. No matter where you're based, you'll be part of a global network dedicated to delivering exceptional customer experiences.

Our Foundation: GlowTouch & Collective Solution

UnifyCX is born from the integration of GlowTouch, a global expert in customer care and technology outsourcing, and the strategic acquisition of Collective Solution, known for its customized service solutions.

Explore Opportunities

Ready to join us? Check out our current openings below.

Position: Trainer

Location: Hyderabad, India

Job Id:4298

# of Openings:5

Who We Are:

unifyCX is an emerging Global Business Process Outsourcing company with a strong presence in the U.S., Colombia, Dominican Republic, India, Jamaica, Honduras, and the Philippines. We provide personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. In nearly two decades, unifyCX has grown from a small team to a global organization with staff members all over the world dedicated to supporting our international clientele.

At unifyCX, we leverage advanced AI technologies to elevate the customer experience (CX) and drive operational efficiency for our clients. Our commitment to innovation positions us as a trusted partner, enabling businesses across industries to meet the evolving demands of a global market with agility and precision.

unifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.

Job Summary

The Trainer – B2C Technical Support is responsible for delivering product, process, technical, and soft‑skills training to new hires and existing agents handling residential customer support via voice and chat. The role focuses on building agent capability, improving performance metrics, and ensuring readiness to meet quality, compliance, and customer experience standards.

Key Responsibilities

• 1. New Hire Training (NHT)

  Deliver end‑to‑end new hire training covering product knowledge, tools, troubleshooting flows, call/chat handling, and customer experience.

  Train agents on broadband, Wi‑Fi, routers, device connectivity, app login, and speed‑related issues.

  Ensure agents are production‑ready before floor deployment.

• 2. Process & Product Training

  Conduct refresher trainings on service changes, new features, promotions, and policy updates.

  Partner with Operations and Quality teams to address performance gaps through targeted training.

• 3. Technical & Troubleshooting Enablement

  Coach agents on effective issue diagnosis, step‑by‑step troubleshooting, and first contact resolution.

  Train agents on proper escalation handling and documentation in CRM/ticketing systems.

• 4. Soft Skills & Customer Experience

  Train agents on communication skills, empathy, active listening, objection handling, and service‑to‑sales conversations.

  Reinforce quality guidelines, compliance requirements, and customer‑first behaviors.

• 5. Training Evaluation & Reporting

  Conduct knowledge checks, mock calls/chats, and certification assessments.

  Track training effectiveness through post‑training performance metrics and feedback.

  Maintain training materials, assessments, and attendance records.

• 6. Stakeholder Collaboration

  Work closely with Operations, Quality, and Team Leads to align training goals with business objectives.

  Support nesting/buddy programs and floor support during go‑live phases.

Qualifications & Experience

• Graduate preferred
• 3–5 years of experience in BPO / Contact Center training
• Prior experience in B2C Telecom / Technical Support is strongly preferred
• Strong knowledge of voice & chat processes, troubleshooting flows, and customer handling
• Excellent presentation, facilitation, and communication skills
• Experience with LMS, training assessments, and performance tracking
• Flexible to work shifts as per business requirements