Job description
- 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 new 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)
🏢 Fusion CX
📍 Howrah