Technical Trainer

As a dynamic and experienced Customer Experience & Technical Service Desk trainer sought by our Training and Quality COE team, your role is to drive training initiatives that enhance customer interactions in CX BPM operations. You will equip agents and team leaders with the necessary skills, knowledge, and mindset to provide exceptional customer experience in a fast-paced, process-driven environment. **Key Responsibilities:** - Design and deliver training programs focusing on customer service, communication, empathy, and process adherence. - Conduct onboarding and continuous learning sessions for customer experience teams across various verticals such as Voice, Chat, Email, etc. - Collaborate with operations, quality, and HR teams to identify skill gaps and develop targeted training interventions. - Utilize real-time data and feedback to refine training content and delivery effectiveness. - Facilitate role-plays, simulations, and scenario-based training to enhance practical customer handling skills. - Monitor post-training performance and provide coaching to ensure sustained improvement. - Maintain training documentation, reports, and feedback for audit and compliance purposes. **Qualifications Required:** - Bachelor's degree in any discipline, with a specialization in communication or business preferred. - 4-6 years of relevant experience in Customer Service Training within BPM or BPO setups. - Strong understanding of customer experience metrics such as CSAT, NPS, FCR, etc. - Excellent facilitation, presentation, and interpersonal skills. - Familiarity with CRM platforms, call center tools, and LMS systems. - Certification in training, coaching, or customer experience.,