- 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.
- 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
- 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
- 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
- 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)
- Familiarity with CRM systems (Salesforce, Zoho, Freshdesk, or similar)
- Experience with call monitoring/recording software
- Understanding of quality frameworks and audit methodologies
- 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
- 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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Trainer cum Team Lead - Noida - Believers Destination
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:
Quality Assurance & Performance Management:
Team Leadership:
Required Qualifications:
Experience:
Skills & Competencies:
Technical Knowledge:
Preferred Qualifications:
What Success Looks Like:
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Team Lead, Team Lead
Only for registered members Noida
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Team Lead, Team Lead
Full time Only for registered members Noida
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida, Uttar Pradesh
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Team Lead
Only for registered members Noida, Uttar Pradesh
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Team Lead
Only for registered members Greater Noida
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Team lead
Only for registered members Noida, Uttar Pradesh
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Team Lead
Full time Only for registered members Noida
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Team Lead
Only for registered members Noida, Uttar Pradesh
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida
-
Team Lead
Only for registered members Noida, Uttar Pradesh
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida
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Team Lead
Only for registered members Noida