Trainer – Operations (WFO, Mumbai)

If you are exploring Trainer jobs in Mumbai and want to work in a role where training quality directly impacts operational performance, this opportunity offers structured responsibility within a performance-driven environment. Fusion CX is hiring a Trainer for an on-site role in Mumbai, ideal for professionals seeking stable BPO jobs in Mumbai with strong exposure to training delivery, floor support, and stakeholder coordination.

Job Description:

About the Role

As a Trainer, you will be responsible for delivering end-to-end training programs for Customer Service teams. The role focuses on classroom and blended learning delivery, refresher training, training material development, and close coordination with Operations to ensure training effectiveness and floor readiness.

Key Responsibilities

• Conduct end-to-end training programs for Customer Service teams
• Deliver classroom and blended learning programs that add value to learners and business outcomes
• Conduct refresher sessions to maintain and improve CORE customer service skills on the operations floor
• Prepare, design, and maintain training materials
• Generate and maintain training reports
• Train new Customer Service CSRs on customer service skills, process knowledge, and product knowledge (CORE training)
• Respond to and resolve issues arising from interactions with Operations
• Conduct regular meetings with different LOBs to ensure alignment and address training-related concerns
• Provide floor support as per process requirements
• Coordinate with multiple LOBs for Training Needs Analysis (TNA)
• Conduct feedback sessions as required
• Manage BQM requirements related to training
• Govern and ensure nesting compliance

Responsibilities may evolve based on business and operational needs.

Job Requirements:

Education

• Graduated from a recognized institution
• Science graduate or software engineering background preferred

Experience & Skills

• Minimum two years of experience in technical troubleshooting of software
• Strong mentoring and coaching capabilities
• Customer-centric mindset with a focus on learner effectiveness
• Excellent written, verbal, and presentation skills
• Proficiency in MS Office applications, including Word, Excel, Visio, and PowerPoint
• Ability to coordinate effectively with Operations and multiple stakeholders
• Willingness to work in 24×7 shifts and six days a week with flexible schedules

Work Mode

• Work From Office (WFO)
• Mumbai

Why Join Fusion CX?

At Fusion CX, training teams play a critical role in strengthening frontline performance and service consistency. For professionals seeking Trainer jobs in Mumbai, this role offers hands-on involvement across training delivery, floor support, and performance readiness. If you are evaluating BPO jobs in Mumbai that provide stability, structured growth, and meaningful impact on operational capability, this position offers a clear and focused training career path within a disciplined environment.