Customer Experience Learning and Performance Manager

Key Responsibilities :

Training Delivery :

• Train Contact Centre Employees on Product and Processes (New & Existing) for all PAN India centers (Inhouse and Vendor Locations)
• To conduct refresher training for existing employees regularly
• Train all contact center employees in new products, procedures, and updates related to customer service.
• Conduct calibration workshops and refreshers for Outsourced vendors
• Develop digital and print training content (e.G. Videos, manuals and related training materials)
• All training sessions to be conducted professionally and in physical mode.
• Conduct soft skill sessions for employee development on interpersonal skills, objection handling, irate customer handling, voice modulation etc).
• Conduct Training needs Identification (TNI) and Process Knowledge test (PKT) for Front-line employees by identifying skills gaps, basis Quality scores and TL feedback and line managers.
• Create and maintain updated records of ready reckoner, training curriculum, material and SOP update as per Org. standards
• Conduct daily briefings on fatal / non-fatal errors, new updates, process update.
• Create Service champions / SMEs within the team for BCP.
• Conduct Quality Activities including not limited to BAU Quality Checks, feedbacks, Certifications etc. as per business requirement.

Training Program Development :

Key Measurables :

Team Management at Vendor / Partner locations :

Qualification – Graduated / Postgraduate in any stream.

Experience : Minimum 6 years in the training with minimum 3 years of experience in customer service training at BPO / Call Center Domestic.

Targeted companies –