Trainer - Retail / E - Commerce

Job description

• Lead end-to-end training programs with a focus on excellence.
• Demonstrate exceptional written, oral, and presentation skills, coupled with proficiency in MS Office
• tools (Word, Excel, Visio, PowerPoint).
• Deliver engaging classroom and blended learning programs tailored to enhance learner skills and benefit
• their respective business areas.
• Conduct refresher sessions to reinforce and elevate the core competencies of Customer Service.
• Representatives on the operational floor.
• Prepare and design comprehensive training materials to support learning objectives effectively.
• Generate detailed training reports to track progress and identify areas for improvement.
• Ensure compliance with regulatory requirements, company policies, and industry best practices.
• Provide comprehensive training to new Customer Service CSRs covering a range of essential skills, including customer service, process knowledge, and product understanding (CORE Training) as a trainer.
• Address and resolve operational issues promptly, collaborating closely with Operations.
• Facilitate timely meetings with various Lines of Business (LOBs) to foster open communication and
• develop action plans to tackle raised issues or concerns.
• Offer floor support as per process requirements, ensuring smooth operations.
• Coordinate effectively with different LOBs in preparation for Training Needs Analysis (TNA).
• Conduct feedback sessions as needed to continuously enhance training effectiveness.
• Maintain practical proficiency by logging in and handling calls for 2 hours weekly.
• Meet defined throughput targets consistently.
• Perform Business Quality Management (BQM) activities in adherence to company standards.
• Always ensure compliance with nesting requirements.