Conduct end-to-end training programs for recent and existing Customer Service CSRs.
Deliver classroom and blended training sessions that enhance learner capabilities and add value to their business areas.
Conduct refresher sessions to improve and maintain the core skills of CSRs on the operations floor.
Prepare and design engaging training materials.
Generate and analyze training reports to assess effectiveness and identify areas for improvement as a Customer Service Trainer.
Train current CSRs in customer service skills, process knowledge, and product knowledge through core training sessions.
Respond to and resolve issues arising from interactions with operations teams.
Conduct regular meetings with different Lines of Business (LOBs) to ensure open communication and develop action plans to address issues or concerns.
Provide floor support as required by the process to ensure smooth operations.
Coordinate with various LOBs to prepare for Training Needs Analysis (TNA).
Provide feedback and conduct sessions as per the requirements.
Manage Business Quality Metrics (BQM) and ensure compliance during the nesting period.

📌 Customer Service Trainer Howrah (India)
🏢 Fusion CX
📍 India