AM-CS Trainer

Job description

Job Title: Trainer Customer Service (Logistics) We are looking for a dynamic Customer Service Trainer to build and enhance a high-performing customer support workforce capable of managing complex logistics operations at scale. Key Responsibilities: • Deliver end-to-end New Hire Training (NHT) for CS agents across voice, non-voice, and escalation processes • Drive OJT, nesting support, and refresher training to improve agent productivity and performance • Train teams on core logistics workflows including pickup, linehaul, hub operations, delivery, RTO, and exception handling • Conduct Training Need Identification (TNI) using performance metrics such as QA, CSAT, NPS, FCR, AHT, and escalation trends • Design and update training content, SOPs, knowledge base articles, and certification modules • Collaborate with Operations, Quality, Product, and Tech teams to align training with business needs • Track training effectiveness through dashboards, reporting, and post-training performance analysis Eligibility Criteria: • 36 years of experience in Training/L&D, preferably in Logistics, E-commerce, or BPO Customer Service • Graduate/Postgraduate (MBA preferred) • Strong understanding of logistics operations and customer service processes Required Skills: • Excellent facilitation and communication skills • Strong analytical and data-driven problem-solving approach • Effective stakeholder management across cross-functional teams • Proficiency in MS Excel, PowerPoint, and familiarity with LMS tools This role is ideal for professionals passionate about driving customer experience excellence through impactful training and capability building.