We are seeking a dynamic and results-driven CX Trainer to deliver engaging training programs that enhance customer experience, communication skills, and service excellence. The CX Trainer will be responsible for onboarding new hires, upskilling existing teams, and ensuring agents consistently meet client and business standards.

Key Responsibilities:

• Deliver new hire training and refresher sessions for CX teams
• Facilitate customer service, product, process, and soft skills training
• Conduct training needs analysis in collaboration with Operations and QA
• Design training materials, presentations, and assessment tools
• Evaluate trainee performance through tests, role plays, and live monitoring
• Provide coaching and feedback to improve communication and customer handling skills
• Support nesting phase and floor support activities
• Track training effectiveness and prepare reports on performance impact
• Participate in calibration sessions with QA and Operations
• Ensure alignment with SLAs, KPIs, and client expectations

Required Qualifications & Skills:

• 1–3+ years of experience as a Trainer in a CX / Contact Center / BPO environment
• Excellent English communication skills (spoken and written)
• Strong facilitation and presentation skills
• Understanding of CX KPIs (CSAT, FCR, AHT, NPS, SLA)
• Ability to engage large groups and manage classroom dynamics
• Proficiency in MS Office (PowerPoint, Excel)
• Strong coaching and mentoring skills

Nice to Have:

• Experience handling UK / US accounts
• Knowledge of adult learning principles
• Background in Quality or Team Leadership
• Experience with virtual training platforms
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