Job Title: Trainer (B2C Customer Support | Voice & Chat)
Location: Hyderabad
Shifts: Rotational Shift including night shifts
Employment Type: Full-Time
About Us
UnifyCX is a transformative AI platform that empowers and enables teams to deliver efficient, exceptional customer experiences. We engineer superhuman customer experiences through a powerful blend of strategy, omnichannel support, analytics, and AI-driven tools like GoTalent.AI, Voice of Customer, and automatic QA. Our outcome-based model prioritizes measurable results for more than 200 client programs serviced today. With a focus on automation, talent enablement, strategic partnerships, and strict data ethics, UnifyCX delivers scalable, personalized, and compliant solutions that create real business impact.
UnifyCX is a certified minority-owned business and an EOE employer who welcomes diversity.
Job Summary
The Trainer Lead is responsible for leading the training function for B2C Customer Support operations across voice and chat channels. This role ensures training strategy, content quality, trainer performance, and training effectiveness, enabling agents and leaders to consistently meet quality, productivity, and customer experience goals.
Key Responsibilities
- Training Strategy & Governance
- Own the end-to-end training strategy for B2C Customer support programs.
- Design and govern New Hire Training (NHT), refresher, upskilling, and leadership development programs.
- Ensure training alignment with business KPIs, quality standards, and client expectations.
- Trainer & Capability Management
- Lead, mentor, and develop Trainers across multiple batches or programs.
- Review trainer performance, facilitation quality, and content delivery effectiveness.
- Build succession plans and capability frameworks for the training team.
- Content Development & Knowledge Management
- Oversee creation and maintenance of training materials, assessments, SOPs, and certifications.
- Ensure content accuracy for broadband, Wi-Fi, routers, connectivity, tools, and processes.
- Partner with SMEs, Quality, and Operations for timely content updates.
- Training Effectiveness & Metrics
- Track training KPIs such as batch pass rates, time-to-proficiency, early-life failure rates, and post-training performance.
- Analyze quality and performance trends to identify training needs.
- Drive continuous improvement in training methodologies and delivery models.
- Stakeholder Collaboration
- Work closely with Operations, Quality, WFM, and HR to align training plans with ramp-ups and business needs.
- Participate in client calls, reviews, and audits related to training readiness and compliance.
- Support transitions, new launches, and process changes.
- Nesting & Floor Support Oversight
- Govern nesting plans and floor support during go-live phases.
- Ensure new hires receive adequate coaching and performance support post-training.
Qualifications & Experience
Graduate / Postgraduate preferred
69 years of BPO / Contact Center experience
35 years in Training / L&D roles, with at least 12 years in a Lead / Manager role
Strong experience in B2C Telecom / ISP technical support
Proven ability to manage trainers, large batches, and multiple programs
Strong analytical, presentation, and stakeholder management skills
Experience with LMS, certification models, and training metrics
