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As a Trainer in the Customer Experience team, you will be responsible for designing, delivering, and evaluating training programs to enhance the skills and knowledge of employees across various functions. Your role will ensure that all teams, including offshore staff, receive consistent and high-quality training to improve service excellence, operational efficiency, and overall customer satisfaction.Key Responsibilities
- Develop and implement training programs tailored to different departments, ensuring alignment with company objectives and service excellence standards.
- Conduct onboarding sessions for new hires to equip them with essential knowledge and skills.
- Facilitate workshops, coaching sessions, and refresher training for existing employees.
- Create training materials, including manuals, e-learning modules, and assessments.
- Evaluate training effectiveness through assessments, feedback, and performance tracking.
- Collaborate with department heads to identify skill gaps and recommend training solutions.
- Ensure training programs are updated to reflect changes in policies, procedures, and industry best practices.
- Manage and coordinate training schedules across all teams, including offshore operations.
- Stay updated on the latest training methodologies and customer experience trends.
- Maintain training records and generate reports to track progress and improvements.
- Diploma/Degree in Training & Development, Human Resources, Business, or a related field.
- Professional certification in training (e.g., ACTA/ACLP, Certified Trainer, or equivalent) is preferred.
- Proven experience in corporate training, learning & development, or customer service training.
- Strong facilitation, presentation, and communication skills.
- Ability to design and execute training programs that engage and educate diverse teams.
- Experience working with offshore teams is an advantage.
- Proficient in e-learning tools, LMS platforms, and Microsoft Office Suite.
- Strong analytical skills to measure training effectiveness and drive improvements.
- Highly organized, adaptable, and able to manage multiple training schedules efficiently.
As a Trainer in the Customer Experience team, you will be responsible for designing, delivering, and evaluating training programs to enhance the skills and knowledge of employees across various functions. Your role will ensure that all teams, including offshore staff, receive consistent and high-quality training to improve service excellence, operational efficiency, and overall customer satisfaction.Key Responsibilities
- Develop and implement training programs tailored to different departments, ensuring alignment with company objectives and service excellence standards.
- Conduct onboarding sessions for new hires to equip them with essential knowledge and skills.
- Facilitate workshops, coaching sessions, and refresher training for existing employees.
- Create training materials, including manuals, e-learning modules, and assessments.
- Evaluate training effectiveness through assessments, feedback, and performance tracking.
- Collaborate with department heads to identify skill gaps and recommend training solutions.
- Ensure training programs are updated to reflect changes in policies, procedures, and industry best practices.
- Manage and coordinate training schedules across all teams, including offshore operations.
- Stay updated on the latest training methodologies and customer experience trends.
- Maintain training records and generate reports to track progress and improvements.
- Diploma/Degree in Training & Development, Human Resources, Business, or a related field.
- Professional certification in training (e.g., ACTA/ACLP, Certified Trainer, or equivalent) is preferred.
- Proven experience in corporate training, learning & development, or customer service training.
- Strong facilitation, presentation, and communication skills.
- Ability to design and execute training programs that engage and educate diverse teams.
- Experience working with offshore teams is an advantage.
- Proficient in e-learning tools, LMS platforms, and Microsoft Office Suite.
- Strong analytical skills to measure training effectiveness and drive improvements.
- Highly organized, adaptable, and able to manage multiple training schedules efficiently.