Trainer – Customer Service Operations (WFO, Siliguri)

Learning drives performance, and performance drives operational success. This E-commerce process trainer position in Siliguri is responsible for strengthening frontline readiness across voice and non-voice customer service processes. The call centre training role focuses on structured new-hire training, refresher programs, skill gap identification, and measurable learning impact within customer support operations. If you are looking for a contact center or BPO trainer job vacancy in Siliguri, apply now!

Job Description:

About the Role

You will design and deliver training programs that improve process knowledge, communication standards, and service quality. The role requires collaboration with operations and quality teams to ensure agents meet defined performance and compliance benchmarks.

Key Responsibilities

• Conduct new hire training (NHT) for voice and non-voice processes.
• Deliver modules on process knowledge, customer service etiquette, communication, and soft skills.
• Develop training materials, assessments, and learning modules aligned to business needs.
• Partner with Operations and Quality teams to identify training gaps.
• Conduct refresher training sessions and provide floor-based support.
• Deliver on-the-job training and nesting support where required.
• Maintain training MIS, attendance records, evaluation results, and progress reports.
• Use feedback surveys, TNI, and TNA frameworks to measure training effectiveness.
• Support performance improvement plans for underperforming agents.
• Stay aligned with process updates, compliance requirements, and operational changes.

Job Requirements:

Education

• Graduation from a recognized institution.

Experience & Skills

• Experience in training delivery within customer service or contact center environments is preferred.
• Strong presentation and facilitation skills.
• Ability to design structured learning content and evaluation tools.
• Good coordination skills across departments.
• Strong documentation and reporting capability.
• Ability to manage multiple training batches and timelines effectively.

Language & Communication Requirements

• Strong verbal and written communication skills.
• Ability to articulate complex process information clearly.

Other Requirements

• This is an onsite role.
• Work Mode: Work From Office (WFO).

Work Mode & Location

• Work Mode: WFO
• Location: Siliguri, India

Why Join Fusion CX?

Training at Fusion CX is positioned as a performance enabler, not a support function. You will influence agent readiness, strengthen service consistency, and contribute to scalable learning frameworks in a global company. If you are looking for a trainer job vacancy in Siliguri to build long-term careers in training and development within customer experience operations, apply now!