Customer Happiness Manager

We are seeking a highly motivated and experienced Training Manager to lead the learning and development function for our Customer Happiness team. This role is responsible for designing, implementing, and evaluating training programs that equip our team members with the skills, knowledge, and mindset required to deliver exceptional customer experiences.

Key Responsibilities

• Training Design & Delivery
• Develop onboarding and ongoing training modules for Customer Happiness executives.
• Conduct regular training sessions (classroom, virtual, and on-the-job).
• Create and update training manuals, SOPs, and knowledge resources.
• Skill Development
• Focus on communication, empathy, problem-solving, product knowledge, and escalation handling.
• Coach and mentor team members to improve soft skills and service quality.
• Performance & Quality Improvement
• Collaborate with Quality and Operations teams to identify gaps and design training interventions.
• Monitor the impact of training through performance metrics, customer feedback, and quality scores.
• Team Enablement
• Ensure the Customer Happiness team is updated on new products, features, and policies.
• Organize refresher trainings and workshops to build advanced capabilities.
• Stakeholder Collaboration
• Work closely with Customer Happiness leaders, HR, and L&D to align training programs with organizational goals.
• Provide regular reports and insights on training effectiveness.

Qualifications & Skills

• Bachelors degree (MBA/PGDM in HR, Training, or related field preferred).
• 5+ years of experience in training & development, preferably in customer service or contact center environment.
• Strong facilitation and presentation skills.
• Ability to design engaging training content (using tools like PPT, LMS, e-learning modules).
• Excellent communication and interpersonal skills.
• Analytical mindset with the ability to measure training effectiveness.