Executive Training Lead – Customer Service Excellence

Firstsource-Solutions-1; Virginia; On-site; USD 60,000 - 80,000; Full time

Job summary

Firstsource-Solutions-1 in the United States is seeking a Trainer (Executive) to strengthen our customer service excellence. The role focuses on designing and delivering training programs, coaching staff, and aligning programs with business goals.

You will conduct needs assessments, deliver workshops and e-learning, evaluate outcomes, and stay current with industry best practices to help agents provide outstanding client service.

Qualifications

• Bachelor's degree in Business Administration, Human Resources, Education, or a related field.
• Minimum of 3 years of experience in customer service and training roles.
• Proven track record of successfully training and developing teams.
• Strong analytical skills to assess training needs and outcomes.

Responsibilities

• Develop and deliver comprehensive training programs focused on customer service excellence.
• Conduct needs assessments to identify training gaps and tailor programs accordingly.
• Utilize various training methodologies, including workshops, e-learning, and on-the-job training.
• Evaluate training effectiveness through assessments, feedback, and performance metrics.
• Collaborate with management to ensure training aligns with business objectives and customer expectations.
• Provide ongoing coaching and support to customer service representatives to reinforce training concepts.
• Stay updated on industry trends and best practices in customer service and training.
• Prepare training materials, manuals, and documentation for reference and future training sessions.
• Facilitate role-playing exercises and simulations to enhance practical skills.
• Maintain accurate records of training sessions, participant progress, and feedback.

Skills

Customer service principles

Communication skills

Engage and motivate learners

Training design and delivery

Organizational skills

Needs assessment

Education

Bachelor's degree in Business Administration / HR / Education

Tools

E-learning platforms

Training software

Job description

Firstsource-Solutions-1 in the United States is seeking a Trainer (Executive) to strengthen our customer service excellence. The role focuses on designing and delivering training programs, coaching staff, and aligning programs with business goals.

You will conduct needs assessments, deliver workshops and e-learning, evaluate outcomes, and stay current with industry best practices to help agents provide outstanding client service.