Job Title: Trainer Customer Service (Logistics)

We are looking for a dynamic Customer Service Trainer to build and enhance a high-performing customer support workforce capable of managing complex logistics operations at scale.

Key Responsibilities:

- Deliver end-to-end New Hire Training (NHT) for CS agents across voice, non-voice, and escalation processes
- Drive OJT, nesting support, and refresher training to improve agent productivity and performance
- Train teams on core logistics workflows including pickup, linehaul, hub operations, delivery, RTO, and exception handling
- Conduct Training Need Identification (TNI) using performance metrics such as QA, CSAT, NPS, FCR, AHT, and escalation trends
- Design and update training content, SOPs, knowledge base articles, and certification modules
- Collaborate with Operations, Quality, Product, and Tech teams to align training with business needs




- Track training effectiveness through dashboards, reporting, and post-training performance analysis

Eligibility Criteria:

- 36 years of experience in Training/L&D;, preferably in Logistics, E-commerce, or BPO Customer Service
- Graduate/Postgraduate (MBA preferred)
- Strong understanding of logistics operations and customer service processes

Required Skills:

- Excellent facilitation and communication skills
- Solid analytical and data-driven problem-solving approach
- Effective stakeholder management across cross-functional teams
- Proficiency in MS Excel, PowerPoint, and familiarity with LMS tools

This role is ideal for professionals passionate about driving customer experience excellence through impactful training and capability building.

📌 AM-CS Trainer (North Goa)
🏢 Delhivery
📍 North Goa