Position: Senior Team Leader – Trainer

Department: Customer Support / Training

Experience: 3–6 Years

Location: [Location]

Employment Type: Full-Time

Job Summary

We are looking for an experienced and energetic Senior Team Leader – Trainer to lead customer support teams and conduct training programs for new and existing employees. The ideal candidate should have strong communication, leadership, coaching, and customer service skills.

Key Responsibilities

- Conduct induction, process, product, and customer service training for new hires.
- Deliver refresher and upskilling training based on business requirements.
- Lead, manage, and motivate the customer support team to achieve performance targets.
- Monitor team performance, identify skill gaps, and provide coaching.
- Conduct training assessments, mock calls, role plays, and knowledge checks.
- Track training effectiveness and prepare regular training reports.
- Work closely with Operations, Quality, and HR teams to improve employee performance.
- Identify recurring customer issues and train employees on effective resolution techniques.
- Provide feedback and performance improvement plans to team members.
- Ensure employees follow company policies, SOPs, and quality standards.
- Handle escalations and support the team in resolving complex customer issues.
- Maintain training materials, SOPs, presentations,



and assessment records.
- Conduct regular team meetings, huddles, and coaching sessions.

Required Skills
- Excellent verbal and written communication skills.
- Strong presentation and training delivery skills.
- Good leadership and team management abilities.
- Robust knowledge of customer support processes and KPIs.
- Ability to handle escalations and difficult customer situations.
- Good analytical and problem-solving skills.
- Proficiency in MS Office / Google Workspace.
- Ability to work under pressure and meet deadlines.

Preferred Experience
- 3+ years of experience in Customer Support / BPO / Contact Centre.
- Previous experience as a Team Leader, Senior TL, Trainer, or Process Trainer.
- Experience in handling voice, chat, or email support processes will be an advantage.

Key Performance Indicators (KPIs)
- Training completion and certification rate.
- New-hire performance and nesting success rate.
- Training effectiveness score.
- CSAT / Customer Satisfaction.
- Quality score.
- AHT and productivity.
- Team performance and target achievement.
- Attrition and employee engagement.

Qualification

Graduate in any discipline

Relevant experience in customer service, BPO, or training will be preferred.

Pay: ₹20,000.00 - ₹45,000.00 per month

Work Location: In person

📌 Senior TL – Trainer (Customer Support) (Sahibzada Ajit Singh Nagar)
🏢 Techno web solutions
📍 Sahibzada Ajit Singh Nagar