Trainer cum Team Lead

Work Details: Shift: 09:00 AM - 06:00 PM Work Mode: On-site in Noida Working Days: 6 Days Working, Rotational Off. No Work from Home

Job Overview: We are seeking an experienced Trainer cum Team Leader to drive excellence in our customer service operations. This dual-role position combines training responsibilities with team leadership, focusing on developing talent, ensuring quality standards, and optimizing team performance through effective coaching and operational management.

Note: Candidates currently residing in Noida/NCR will be prioritized in the selection process due to operational requirements.

Key Responsibilities:

Training & Development: Design and deliver comprehensive training programs on services, processes, and best practices Conduct onboarding sessions for new team members Create training materials, SOPs, and reference guides Assess training effectiveness and adjust curriculum based on performance data Organize refresher training on regular basis.

Quality Assurance & Performance Management: Conduct regular call audits and quality assessments (minimum 20-25 calls/week) Listen to customer interactions and provide detailed, actionable feedback Monitor key performance indicators (KPIs) including CSAT, AHT, FCR, and quality scores Identify performance trends and skill gaps across the team Implement improvement plans and track progress through follow-ups

Team Leadership: Lead and mentor a team consisting of customer service and sales representatives Conduct one-on-one coaching sessions and performance reviews Handle escalations and support team members in complex customer situations Foster a positive, motivated team environment Ensure adherence to service quality standards and company policies Manage daily operations, schedules, and resource allocation

Required Qualifications:

Experience: 5+ years in customer service/support operations 2+ years in training and/or team leadership roles Proven track record in call center or customer support environment Experience conducting call audits and quality monitoring

Skills & Competencies: Excellent verbal and written communication skills Strong presentation and facilitation abilities Analytical mindset with ability to interpret performance data Coaching and mentoring expertise Conflict resolution and problem-solving skills Proficiency in MS Office (Excel, PowerPoint, Word)

Technical Knowledge: Familiarity with CRM systems (Salesforce, Zoho, Freshdesk, or similar) Experience with call monitoring/recording software Understanding of quality frameworks and audit methodologies

Preferred Qualifications: Bachelor's degree in any discipline Certification in Training & Development or Quality Management Experience in [your industry - e.g., e-commerce, tech support, BPO] Preference for candidates who are permanent residents of Noida

What Success Looks Like: Team quality scores consistently above 85% Improved first-call resolution rate Successful training completion with measurable performance improvement High team engagement and low attrition