Trainer – Customer Support Operations (WFO, Kolkata)

If you are exploring BPO jobs in Kolkata that allow you to move beyond floor execution and into people development, this trainer role offers a focused career path in learning and performance enablement. Fusion CX is hiring a Trainer to support customer support operations, where your ability to design, deliver, and reinforce training directly impacts service quality and team readiness. This opportunity is ideal for professionals seeking trainer jobs or training job vacancies in Kolkata within a structured, work-from-office environment that values discipline, consistency, and capability-building.

Job Description:

About the Role

As a Trainer, you will be responsible for delivering end-to-end training for customer support associates, ensuring they are fully prepared to meet process, quality, and performance expectations. The role requires strong classroom delivery, hands-on floor support, and close coordination with Operations and Quality teams to maintain training effectiveness and business readiness.

Key Responsibilities

• Conduct end-to-end training programs for new hires and existing agents
• Deliver classroom, virtual, and blended training sessions aligned to process requirements
• Train agents on customer handling skills, process knowledge, and system navigation
• Conduct refresher and upskilling sessions to maintain and improve core performance skills
• Prepare, update, and maintain training materials, decks, and learning documentation
• Support nesting and floor readiness by providing live floor support post-training
• Track training effectiveness through reports, assessments, and feedback analysis
• Coordinate with Operations, Quality, and Leadership teams to address performance gaps
• Conduct regular feedback sessions and knowledge checks as required
• Support training needs analysis (TNA) and contribute to continuous improvement initiatives

Job Requirements:

Education

• Graduation from a recognized institution

Experience & Skills

• Prior experience in delivering training within customer support or contact center operations
• Strong verbal, written, and presentation skills
• Ability to explain concepts clearly and adapt training styles to different learners
• Proficiency in MS Office tools including PowerPoint, Excel, and Word
• Customer-centric mindset with strong coaching and mentoring ability
• Ability to work closely with operations teams in a fast-paced environment
• Willingness to work from office (WFO) in Kolkata

Work Mode

• Work From Office (WFO)
• Location: Kolkata

Why Join Fusion CX?

Fusion CX builds training roles around accountability, learning impact, and operational relevance. For professionals evaluating BPO jobs in Kolkata that offer long-term skill relevance, this trainer role provides exposure to structured learning frameworks, close business alignment, and measurable outcomes. Among trainer jobs and training job vacancies in Kolkata, this opportunity stands out to candidates seeking stability, ownership, and the ability to shape careers through disciplined training execution rather than one-time classroom delivery.