freshteam
Sr. Trainer / Team Lead – Training & Development
Pouring Pounds India Pvt. Ltd.
Gurugram, IND
Full-time
Mid · 4+ years experience
Onsite
Discovered 3 weeks ago
LMS
Free
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Key Skills for This Role
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- Training Content Design: Design and develop customized training courses — both recurring and based on Training Needs Identification (TNI)
- Knowledge Base Management: Ensuring well-structured, visually appealing & up-to date content on Knowledge Base along with periodical audits.
- Training Delivery: Conduct engaging weekly/monthly sessions across CS verticals.
- Strategy & Planning: Build quarterly and annual training calendars based on business needs, performance metrics, and feedback loops.
- Performance Interventions: Identify root causes of low performance and create targeted programs for improvement.
- Cross-Functional Collaboration: Work with Ops, QA, Product, and HR to ensure training is aligned with process changes and product launches.
- Impact Reporting: Define and track success metrics such as CSAT, AHT, FCR, and quality scores.
- Self-Learning Ecosystem: Create tools like cheat sheets, agent tutorials, and wikis to encourage self-help and ongoing learning.
- Prior experience or understanding of e-commerce customer support workflows.
- 4–6 years of training experience, including at least 2 years in a lead role
- Strategic thinking and team management skills.
- Stakeholder collaboration and performance ownership.
- Experience handling trainers and leading end-to-end programs.
- Confident in training impact tracking and reporting using metrics
- Experience in leading training for e-commerce or B2C businesses
- Skilled in LMS setup or automation.
- Can define learning journeys for different roles or levels.
- Start-up Environment: Work with a passionate, energetic team driven by camaraderie and
- ambition.
- Innovative Culture: We foster a space where employees can create, innovate, and grow.
- Perks & Benefits: Comprehensive medical insurance, delicious lunches, and engaging L&D
- sessions.
- Team Bonding: Enjoy in-house events, team outings, dinner meetups, and more
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