Customer Service Training 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:

• Design and update training modules for new hires and existing staff.
• Develop role-play exercises and simulations to enhance customer handling skills.
• Ensure training sessions are engaging, interactive, and effective.

Key Measurables:

• Post Training Associate Assessment Score
• Post Training Pass % age during certifications
• Associate OJT Score.

Team Management at Vendor / Partner locations:

• Supervise and mentor outsourced training staff
• Schedule training sessions and Monitor activity as per training Schedule.
• Ensure Partner’s trainers are updated in real time with the latest product and process changes

Qualification

Experience : 6 -10 Years in the training with minimum 3 years of experience in customer service training at BPO/ Call Center Domestic.

Targeted companies –

• Domestic BPO / Fintech /Banking/ Telcom Core Customer Service
• BFSI must with Exposure to lending products preferred