Hiring Trainer For Tamil Nadu - 4+ Years

Company : 2coms

Job Type : Full Time

Chennai, Tamil Nadu

Number of Applicants

:

000+

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Job Description - Hiring Trainer For Tamil Nadu - 4+ Years

Summary:

The Subject Matter Expert (SME) plays a critical role as the frontline operational support resource between frontline agents and Team Leads within a high -volume, 24/7 contact center environment. This role ensures consistent service quality across inbound and outbound voice, chat, and email channels by providing real -time guidance, resolving escalations, and maintaining adherence to SLAs, compliance standards, and client -specific processes. With deep domain expertise and C1 -level English proficiency, the SME drives performance excellence through coaching, process optimization, and data -driven insights. The position requires a proactive, detail -oriented professional who can thrive in a dynamic, fast -paced setting while supporting team stability during onboarding, transitions, and operational changes.

Responsibilities:

Serve as the primary point of contact for agent queries, process clarifications, and complex customer cases.
Deliver real -time floor support across voice, chat, and email interactions.
Manage and resolve escalations within defined SLAs, ensuring timely and accurate resolutions.
Partner with Team Leads to monitor agent performance, adherence, and queue health.
Conduct side -by -side coaching, error correction sessions, and process refreshers.
Lead root cause analysis (RCA) for process gaps, document findings, and present insights to stakeholders as required.
Support onboarding, nesting, and transition activities for new hires and process updates.
Develop and deliver reports, dashboards, and presentations to align internal and external stakeholders.

Requirements

3–6 years of experience in Contact Center or BPO operations.
Minimum 1–2 years of experience as an SME, Senior Associate, or Floor Support role.
C1 -level English proficiency (mandatory for voice support).
Proven experience supporting Inbound and Outbound Voice, Chat, and Email channels.
Hands -on experience with CRM systems, ticketing tools, and telephony platforms.
Strong analytical, problem -solving, and attention -to -detail skills.
Advanced proficiency in Google Workspace and Microsoft Office products.
Excellent verbal and written communication, coaching, and stakeholder engagement abilities.
Willingness to work 24/7 rotational shifts, including nights, weekends, and holidays.
Must be available for work from office (WFO).

Additional Details

Location: Tamil Nadu
Mode of Work: Work from Office
Notice Period: Immediate to 30 days
Employment Type: Full Time
Salary Range: ₹3 LPA – ₹6.6 LPA
Must -Have: 4+ years of experience as a Trainer in the BPO industry

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