Manager - Customer Experience Training

Job Description

This role requires a strong background in process training in a contact center or BPO, with prior team leader experience in operations, quality, or training being highly desirable. In addition, experience in outsourcing training for contact center is a valuable asset
Key Responsibilities:
Facilitation & Training -
Conduct audits to identify and address learning and development gaps in customer experience processes
Develop, deliver, and facilitate training programs on process knowledge, email essentials, customer interaction skills, and other relevant subjects
Integration with Operations :
During periods of low training volume, work closely with floor operations to manage business volumes effectively and ensure seamless integration. Make outcalls to customers and resolve case inflows to understand the business needs
Analysis, Design & Reporting :
Generate reports on training outcomes, learner performance, and the impact of L&D initiatives on business metrics
Continuously evaluate and improve training materials, delivery methods, and content using tools such as Articulate and storyboarding
Innovation & Organizational Growth :
 Incorporate modern learning methodologies like gamification and Parent-Adult-Child coaching models
 Collaborate with subject matter experts to create and maintain training resources
Mandatory and key skills required for this role :
Experience in process training within the contact center or BPO domains
Team leader experience in operations, quality, or training in contact center or BPO environments is highly desirable 
Has delivered training with proven 3-5 years of experience for email, chat and voice
Has been involved in creating content in his previous role
Experience in outsourcing training for contact centers

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