Customer Service - Team lead- Trainer - 5 + years - Pune

Location: Pune
Discipline: Training
Job type: Permanent
Contact name: Nandini Narula

Contact email: nandini.narula@crescendogroup.in
Job ref: 63933
Published: 2 days ago

Customer service – Team Lead – Trainer -5 + years – Pune

We’re hiring a dynamic Team Leader – Trainer to lead operational training and drive team development for a global services firm. This role involves delivering impactful classroom and virtual training sessions, overseeing employee onboarding, voice and accent training, and ensuring consistent performance improvements through data-driven feedback and coaching.

Location - Pune

Your Future Employer: A leading global business process management company delivering operational excellence and process transformation services to clients across industries worldwide.

Responsibilities:

  1. Conducting new hire, process, and voice & accent training programs.

  2. Delivering onboarding, soft skills, and refresher sessions for employees.

  3. Leading and mentoring customer service professionals and training teams.

  4. Coordinating call monitoring, coaching, and floor support activities.

  5. Collaborating with stakeholders and SMEs for process updates and optimizations.

  6. Preparing and analyzing performance reports and KPIs.

Requirements:

  1. Bachelor’s degree in any field.

  2. 5+ years of customer service or contact center experience, with proven training delivery.

  3. Strong exposure to voice & accent, communication, and soft skills training.

  4. Knowledge of CRM, IVR, ACD, WFM and contact center processes.

  5. Excellent leadership, team management, and stakeholder coordination skills.

  6. Proficiency in MS Office and training content development tools.

What’s in it for you:

  • A leadership opportunity with a reputed global services firm.

  • Chance to lead training initiatives for multiple business lines and skill sets.

  • Scope to drive process improvement and talent development projects.

  • A collaborative, dynamic work culture with performance-based growth.

Reach us: If you think this role is aligned with your career, kindly write to me with your updated CV at nandini.narula@crescendogroup.in for a confidential discussion on the opportunity.

Disclaimer: Crescendo Global is specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, colour, origin, gender, sexual orientation, age, marital status, veteran status or disability status.  

Note: We receive a lot of applications on a daily basis so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated. Scammers can misuse Crescendo Global’s name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert! 

Profile Keywords: Crescendo Global, Jobs in Pune, Trainer Jobs, Team Leader Trainer Jobs, Voice and Accent Training Jobs, BPO Trainer Jobs, Customer Service Trainer Jobs, Operations Trainer Jobs, Soft Skills Trainer Pune, Contact Center Trainer Jobs, Cogneesol Careers, L&D Trainer Jobs.