Trainer – Retail/E-Commerce – Kolkata

Are you passionate about nurturing talent and driving performance excellence? We have an exciting opportunity for you. Fusion CX seeks a dedicated Trainer for a leading Retail/eCommerce brand in Kolkata to join our team. In this role, you will be responsible for conducting comprehensive training programs, delivering engaging classroom sessions, and providing ongoing support to Customer Service Representatives (CSRs). If you have a knack for mentoring and coaching, excellent communication skills, and the ability to thrive in a dynamic environment, we invite you to apply for the position of Trainer – Retail/E-Commerce – Kolkata.

Job Description

  • Lead end-to-end training programs with a focus on excellence.
  • Demonstrate exceptional written, oral, and presentation skills, coupled with proficiency in MS Office
    tools (Word, Excel, Visio, PowerPoint).
  • Deliver engaging classroom and blended learning programs tailored to enhance learner skills and benefit
    their respective business areas.
  • Conduct refresher sessions to reinforce and elevate the core competencies of Customer Service
    Representatives on the operational floor.
  • Prepare and design comprehensive training materials to support learning objectives effectively.
  • Generate detailed training reports to track progress and identify areas for improvement.
  • Ensure compliance with regulatory requirements, company policies, and industry best practices.
  • Provide comprehensive training to new Customer Service CSRs covering a range of essential skills, including customer service, process knowledge, and product understanding (CORE Training).
  • Address and resolve operational issues promptly, collaborating closely with Operations.
  • Facilitate timely meetings with various Lines of Business (LOBs) to foster open communication and
    develop action plans to tackle raised issues or concerns.
  • Offer floor support as per process requirements, ensuring smooth operations.
  • Coordinate effectively with different LOBs in preparation for Training Needs Analysis (TNA).
  • Conduct feedback sessions as needed to continuously enhance training effectiveness.
  • Maintain practical proficiency by logging in and handling calls for 2 hours weekly.
  • Meet defined throughput targets consistently.
  • Perform Business Quality Management (BQM) activities in adherence to company standards.
  • Always ensure compliance with nesting requirements.

Job Requirements

  • Bachelor’s degree in any discipline.
  • Minimum of 1 year of work experience in training.
  • Ability to work flexible schedules and shifts.
  • Excellent communication and presentation skills.
  • Customer-centric approach with demonstrated mentoring and coaching abilities.

Personal Characteristics & Behavior:

  • Flexible to work in a challenging environment and additional working hours.
  • Self-motivated and driven to excel in training delivery.
  • Open to continuous learning and skill development.
  • Result-oriented with a focus on achieving training objectives.
  • Possess strong supervisory skills with attention to detail.
  • Excellent written and verbal communication skills in English.
  • Organized and methodical in training planning and execution.
  • Target and deadline-driven with the ability to meet performance expectations.

Why Join Fusion CX:

Fusion CX is the perfect springboard to level up your career. As a Trainer for a renowned retail/ecommerce brand in Kolkata, you’ll have the opportunity to make a meaningful impact by shaping the skills and capabilities of our Customer Service Representatives. With a supportive work environment, opportunities for learning and advancement, and a culture that values results and performance, Fusion CX is the perfect place to grow your career. Join us and be part of a team that is committed to excellence and driven by success. Apply now and take the first step towards a rewarding career journey with us!

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