Trainer (Domestic BPO process)

TP; Bengaluru; Sur place; INR 450 000 - 550 000; Plein temps

Résumé du poste

TP in Bangalore is seeking a Customer Support Trainer to deliver onboarding and refresher training for domestic teams. You will drive performance through coaching and impactful sessions, focusing on process, product, and soft skills.

The role requires strong communication, stakeholder management, and a track record of improving team performance, with hands-on experience in training operations and KPI-driven reporting.

Qualifications

• Excellent communication and presentation skills.
• Experience in domestic customer support training.
• Strong coaching, mentoring, and facilitation skills.
• Good knowledge of customer service metrics and KPIs.
• Proficiency in MS Excel and PowerPoint.

Responsabilités

• Conduct new hire and refresher training programs.
• Deliver process, product, soft skills, and customer service training.
• Monitor trainee performance and provide coaching and feedback.
• Evaluate training effectiveness through assessments and KPI tracking.
• Identify knowledge gaps and recommend improvement plans.
• Support floor teams in achieving quality and productivity targets.
• Prepare training reports, attendance records, and performance dashboards.

Connaissances

Communication skills

Training delivery

Coaching

Knowledge of KPIs

Formation

Graduate in any discipline

Outils

MS Excel

PowerPoint

Description du poste

Job Title: Trainer - Customer Support (Domestic Process)

Location: Bangalore

Experience: 2-5 Years

Salary: Up to 5 LPA

Industry: BPO / Customer Support

Immediate Joiner proffered.

Job Summary

We are looking for a Customer Support Trainer to deliver onboarding and refresher training for domestic customer service teams. The ideal candidate should have strong communication skills, experience in customer support operations, and the ability to drive performance through effective training and coaching.

Key Responsibilities

• Conduct new hire and refresher training programs.
• Deliver process, product, soft skills, and customer service training.
• Monitor trainee performance and provide coaching and feedback.
• Evaluate training effectiveness through assessments and KPI tracking.
• Identify knowledge gaps and recommend improvement plans.
• Support floor teams in achieving quality and productivity targets.
• Prepare training reports, attendance records, and performance dashboards.

KPI Ownership

• Training Throughput
• Nesting Success Rate
• Quality Scores
• CSAT Improvement
• Knowledge Assessment Scores
• Attrition Reduction
• Productivity & Performance Improvement

Skills Required

• Excellent communication and presentation skills.
• Experience in domestic customer support training.
• Strong coaching, mentoring, and facilitation skills.
• Good knowledge of customer service metrics and KPIs.
• Proficiency in MS Excel and PowerPoint.

Preferred Qualification

• Graduate in any discipline.
• Experience in BPO/Customer Support training environment.

Note: Candidates with strong stakeholder management and a proven track record of improving team performance will be preferred.