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.**