L&D Trainer

L&D Trainer

We are seeking an experienced and dynamic L&D Trainer to deliver behavioral training and support our leadership development charter across CX operations. This is an individual-contributor role reporting directly to the L&D Manager, responsible for facilitating high-quality learning interventions that build the behavioral capability and leadership pipeline of our frontline and Supervisory population across all channels and business accounts.

The ideal candidate is a skilled facilitator with a strong track record in behavioral/skill-based training delivery and hands-on exposure to Supervisor development programs, and is comfortable operating in a fast-paced, multi-site CX environment.

Key Responsibilities

Behavioral & Skill-based Training Delivery

• Facilitate behavioral training programs covering communication, ownership, empathy, conflict resolution, and customer-centricity for frontline CX teams across voice, chat, and email channels.
• Deliver training aligned to the organization's behavioral competency framework and business requirements, adapting delivery style to audience needs.
• Identify behavioral and skill gaps during delivery and feed observations back to the L&D Manager to inform content and program refinement.

Supervisor Development Support

• Support delivery of the Supervisor (TL/Trainer/QTL) Development Program, including coaching sessions, role-plays, and skill-practice modules for high-potential frontline staff transitioning into Supervisory roles.
• Conduct assessments and support certification processes for Supervisor-readiness pipelines, under the guidance of the L&D Manager.
• Assist in facilitating select modules of the Manager Development Program, including workshops and mentoring/shadowing sessions, as directed.

Program Delivery & Logistics

• Execute training calendars and delivery schedules across sites, ensuring sessions are conducted on time with high engagement.
• Use blended learning formats (ILT, role-plays, simulations, case studies) to maximise retention and on-the-job application.
• Maintain training records, attendance, and assessment scores accurately for reporting.

Stakeholder & Business Partnership

• Partner with cross-functional teams to align training delivery with floor priorities and performance goals.
• Share post-training performance observations and learner feedback with the L&D Manager to support continuous improvement.
• Support internal audits and client reviews related to training delivery.

Ideal Candidate Profile

Must-Have:

• 2-4 years of progressive experience in Learning & Development/Training delivery (not functional-domain training) in a CX environment, with hands-on experience in behavioral training.
• Experience supporting or delivering Supervisor-level development content is an advantage.
• Strong facilitation skills across skills-based and behavioral programs for large, diverse audiences.
• Good stakeholder management skills, with the ability to partner effectively with cross-functional teams.
• Excellent communication, presentation, and interpersonal skills.
• Flexibility to work and travel across multi-site operations.

Preferred:

• Certification in behavioral training methodologies (DISC, MBTI, Situational Leadership, NLP) or equivalent.

Position details:

• Location: Gurgaon / Noida / Mohali | Full-time, On-site
• Working Days: 5 Days a Week | 10 Hours Shift (flexibility to travel & work across sites)
• Reporting To: Manager / Senior Manager, L&D

Interested candidates can share their updated resumes/CVs to-

[email protected]