Trainer

Digitide Solutions Limited; Mumbai; On-site; INR 300,000 - 420,000; Full time

Job summary

Digitide Solutions Limited in Mumbai, India, is seeking a training professional to prepare our customer service team to deliver exceptional support. You will design curricula, run sessions, and assess progress, using classroom, e-learning, and on-the-job methods; rotate shifts may be required.

The role emphasizes strong communication, collaboration with the Training Manager, and maintaining records of training outcomes.

Qualifications

• Graduate or Higher Secondary qualification.
• At least 1 year of experience as a customer support representative.
• Proven experience in training and development, including curriculum design and delivery (Aux Trainer/SME a plus).
• Strong communication and presentation skills.
• Excellent interpersonal skills and ability to work with diverse trainees.
• Proficiency in using training software and tools.
• Ready to work in rotational shifts.

Responsibilities

• Design, develop, and update training programs to address the needs of the BPO industry.
• Create engaging training materials, presentations, and manuals.
• Conduct training sessions for new and existing customer service representatives.
• Use various training methods including classroom, e-learning, and on-the-job training.
• Assess trainee knowledge and provide constructive feedback.
• Monitor performance and evaluate training effectiveness, implementing improvements.
• Maintain accurate records of training sessions, attendance, and assessments.
• Collaborate with Training Manager and other trainers to align programs with company goals.

Skills

Communication skills

Presentation skills

Interpersonal skills

Curriculum design

Training delivery

Adaptability

Shift work

Education

Graduation

Tools

LMS

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

• A1 to A2
• Average PMI (last 6 months)/PMS rating 3 and above
• Min 1 year in current role
• No Warning Letter issued in the past 3 months
• E-learning mandatory courses certified wherever applicable

Responsibilities

Job Summary: As a Trainer, employees will play a critical role in ensuring that our customer service representatives are well prepared to deliver outstanding service to our clients. Trainers will be responsible for designing and conducting training programs, developing training materials, and monitoring the progress of trainees. Trainer’s primary objective will be to equip our employees with the skills and knowledge needed to excel in a BPO environment.

• Training Program Development:
  • Design, develop, and update training programs to address the specific needs and objectives of the BPO industry.
  • Create engaging training materials, presentations, and manuals.
• Training Delivery:
  • Conduct training sessions for new and existing customer service representatives.
  • Use a variety of training methods, including classroom instruction, e learning, and on-the-job training.
  • Ensure that trainees understand and adhere to company policies and procedures.
• Assessment and Evaluation:
  • Administer regular assessments to measure trainee knowledge and skills.
  • Provide constructive feedback and support to trainees to help them improve.
  • Continuously evaluate the effectiveness of training programs and make necessary adjustments.
• Performance Monitoring:
  • Monitor the performance of customer service representatives after training to identify areas for improvement.
  • Provide additional coaching and support to struggling employees.
• Industry Knowledge:
  • Stay up-to-date with industry trends and best practices in BPO to ensure training materials remain relevant.
• Documentation:
  • Maintain accurate records of training sessions, attendance, and assessments.
  • Prepare reports and analyses to track the progress and effectiveness of training programs.
• Team Collaboration:
  • Collaborate with the Training Manager and other trainers to align training programs with company goals and objectives.
  • Assist in the development of a strong training culture within the organization.

Qualifications:

• Graduate or Higher Secondary qualified.
• At Least 1 year of experience as customer support representative
• Proven experience in training and development, including curriculum design and delivery (Working as Aux Trainer or SME will be added advantage)
• Strong communication and presentation skills.
• Excellent interpersonal skills and the ability to work effectively with a diverse group of trainees.
• Proficiency in using training software and tools.
• Ready to work in rotational shifts.

Qualifications

Graduation

Job Info

• Job Identification 261028
• Job Category Customer Support/Operations | BPM