- Conduct comprehensive training programs from start to finish for current and existing CSRs.
- Deliver engaging classroom and blended training sessions that add value to learners.
- Conduct refresher training sessions to enhance the CORE skills of the Customer Service CSRs on the operations floor.
- Design and prepare training materials that effectively convey key concepts.
- Generate insightful training reports to monitor progress and areas for improvement.
- Train new CSRs in essential Customer Service Skills, Process Knowledge, Product Knowledge, etc (CORE Training).
- Respond to and resolve operational issues as they arise during interactions with Operations.
- Conduct regular meetings with various lines of business (LOBs) to foster open communication and devise an action plan to address any issues or concerns raised during interactions.
- Provide necessary floor support as per process requirements.
- Coordinate with LOBs for training needs assessments (TNA) and manage feedback sessions.
- Ensure Bottom Quartile Management (BQM) and nesting compliance as a trainer in Howrah.