Trainer Contact Center/ Learning & Development Specialist

Latinem; Hyderabad; On-site; INR 550,000 - 850,000; Full time

Job summary

Latinem is seeking a Process Trainer for international customer service operations in Hyderabad. You will deliver New Hire Training for customer service teams, facilitate process trainings, and drive continuous learning initiatives.

Responsibilities include content development, ADDIE-based program design, and collaboration with cross-functional teams to ensure accurate process changes on the production floor. Strong CX focus and effective coaching are essential.

Qualifications

• Experience delivering New Hire Training programs for customer service teams.
• Strong knowledge of adult learning principles and development best practices.
• Hands-on experience with ADDIE Instructional Design Model.
• Excellent facilitation, coaching, and presentation skills.

Responsibilities

• Deliver New Hire Training (NHT) for customer service and operations teams.
• Facilitate process training, refreshers, calibrations, and knowledge workshops.
• Drive knowledge assessments and implement improvement plans.
• Develop and maintain training content, guides, SOPs, and knowledge articles.
• Monitor training effectiveness via metrics, audits, and feedback.
• Support operations with targeted coaching to close knowledge gaps.

Skills

New Hire Training

Facilitation

Adult Learning Principles

ADDIE Instructional Design

Coaching

Presentation Skills

Customer Experience

Job description

Job title: Process Trainer- Contact Centre - international customer service operations

Location: Hyderabad, TG

Key Responsibilities

Training Delivery & Facilitation

• Conduct New Hire Training (NHT) programs for customer service and operational teams.
• Facilitate Process training, refresher trainings, calibration sessions, and knowledge enhancement workshops.
• Drive periodic knowledge assessments and recommend improvement plans based on results.
• Deliver engaging, learner-centric sessions using adult learning methodologies.
• Ensure learners meet certification and readiness requirements before transitioning to operations.

Training Content Development

• Design, develop, and maintain training content, learner guides, facilitator guides, SOPs, process documentation, assessments, and knowledge articles.
• Apply the ADDIE Model (Analysis, Design, Development, Implementation, and Evaluation) in training program development.
• Partner with Operations, Quality, and SMEs to ensure process changes are accurately executed on the production floor.
• Training Effectiveness & Operational Support
• Monitor training effectiveness through performance metrics, audits, assessments, and operational feedback.
• Support operations by identifying knowledge gaps and implementing targeted coaching interventions.

Performance Improvement

• Analyse performance trends and recommend targeted learning solutions.
• Collaborate with Quality and Operations teams to drive continuous improvement initiatives.
• Ensure customer experience standards are consistently maintained.
• Demonstrate a strong understanding of customer experience principles, particularly in environments servicing HNI / premium customers.
• Ensure training focuses not only on process compliance but also on customer expectations, service quality, ownership, empathy, communication, and resolution.

Required Skills & Expertise

Training & Learning

• Expertise in New Hire Training, Refresher Training, and Continuous Learning Programs.
• Strong understanding of Adult Learning Principles and Learning & Development best practices.
• Hands-on experience with the ADDIE Instructional Design Model.
• Excellent facilitation, coaching, and presentation skills.

Customer Experience

• Strong understanding of Customer Experience (CX) principles.
• Experience supporting and training teams handling High-Net-Worth Individuals (HNI) or premium customer segments preferred.
• Ability to translate customer expectations into operational behaviors and service standards.

Process & Operations

• Strong understanding of international customer service operations.
• Experience managing process changes and driving implementation across operational teams.
• Ability to interpret business requirements and convert them into effective learning solutions.
• Excellent written and verbal communication skills.
• Ability to communicate complex process information in a simple and engaging manner.