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Support Effectiveness Manager - CX

Support Effectiveness Manager - CX

ConfidentialBengaluru / Bangalore
30+ days ago
Job description

Key Deliverables :

  • Develop and implement comprehensive Training & Quality (T&Q) strategies for internal and vendor CX teams
  • Design, deliver, and certify effective training programs covering knowledge, skills, and process adherence
  • Establish and maintain a robust quality assurance framework with regular audits and feedback mechanisms
  • Manage vendor relationships and ensure consistent performance improvements through collaboration and escalation

Role Responsibilities :

  • Analyze CX performance data to identify training needs and quality gaps, and drive targeted interventions
  • Partner with internal teams and vendors for seamless training delivery and quality calibration
  • Lead coaching, performance management, and employee engagement initiatives across CX teams
  • Collaborate cross-functionally to align T&Q efforts with business goals and provide senior management insights
  • Skills Required

    Project Management, Customer Service, Quality Management, Performance Management, Training Management

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    Support Manager • Bengaluru / Bangalore

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