Job Description

Team Leader Trainer | Customer Service | 5+ Years of Experience - Pune An exciting opportunity for a seasoned Trainer and Team Leader with 5+ years of experience in customer service and contact center operations. This role offers the chance to lead, coach, and train high-performing customer service teams while developing and delivering impactful training programs that directly support business growth and employee performance. Location: Pune, India Future Employer: A fast-growing, global business solutions provider offering specialized services in customer experience management, operations support, and professional training. Responsibilities: Design and deliver classroom, virtual, and on-the-job training programs for new hires and existing staff. Conduct voice, accent, and soft skills training sessions to improve communication standards. Lead and mentor customer service teams, driving productivity and ensuring performance targets are met. Collaborate with internal teams and SMEs to enhance training materials and operational processes. Monitor and analyze performance data, adjusting training plans to address skill gaps. Conduct onboarding sessions, introducing new employees to company culture, policies, and systems. Requirements: Bachelors degree in any discipline. 5+ years of experience in a customer service/contact center environment. Strong knowledge of contact center operations and technologies (CRM, IVR, ACD, WFM). Proven experience in training delivery, especially in voice & accent and soft skills. Excellent leadership, coaching, and stakeholder management abilities. Proficiency in MS Office and reporting tools. Whats In It For You:- Opportunity to lead and shape customer service training frameworks. Career progression in a fast-paced, global work environment. Collaborative, learning-driven, and employee-friendly culture. Work on diverse, impactful projects across customer experience and operational management. Reach us - If you think this role is aligned with your career, kindly write me an E-Mail along with your updated CV on nandini.narula@crescendogroup.in for a confidential discussion on this role. Keywords: Customer Service Trainer, Voice & Accent Training, L&D Team Leader, Contact Center Operations, Team Management, Soft Skills Training, Customer Experience Management, Process Improvement, Training Content Development, Stakeholder Engagement