Trainer - eCommerce

Job description

• Conduct comprehensive training programs from start to finish for new and existing CSRs.
• Deliver engaging classroom and blended training sessions that add value to learners.
• Conduct refresher training sessions to enhance the CORE skills of the Customer Service CSRs on the operations floor.
• Design and prepare training materials that effectively convey key concepts.
• Generate insightful training reports to monitor progress and areas for improvement.
• Train new CSRs in essential Customer Service Skills, Process Knowledge, Product Knowledge, etc (CORE Training).
• Respond to and resolve operational issues as they arise during interactions with Operations.
• Conduct regular meetings with various lines of business (LOBs) to foster open communication and devise an action plan to address any issues or concerns raised during interactions.
• Provide necessary floor support as per process requirements.
• Coordinate with LOBs for training needs assessments (TNA) and manage feedback sessions.
• Ensure Bottom Quartile Management (BQM) and nesting compliance as a trainer in Howrah.

Skills Required

Bpo, needs assessment , Process Training