Trainer cum Team Lead - Noida - Believers Destination

    Believers Destination
    Believers Destination Noida

    2 days ago

    Upper Management / Consulting
    Description

    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

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