Assistant Manager - Customer Experience

Job description

**Job Description: Key Responsibilities** - Design and deliver engaging training programs for new hires and existing employees across customer experience functions. - Conduct refresher sessions, coaching interventions, and process training to improve team performance and customer satisfaction. - Collaborate with operations, quality, and leadership teams to identify training needs and performance gaps. - Develop training materials including SOPs, presentations, assessments, and learning modules. - Monitor training effectiveness through assessments, feedback, audits, and performance metrics. - Drive initiatives focused on communication skills, customer handling, soft skills, and process excellence. - Maintain training trackers, reports, and dashboards for management review. - Support transition and ramp-up activities for new processes or clients. - Mentor trainers and provide guidance to ensure consistent training delivery standards. - Stay updated with industry trends, customer service practices, and learning methodologies. **Responsibilities: Required Skills & Competencies** - Strong understanding of Customer Experience (CX) operations and customer service best practices. - Excellent presentation, facilitation, and communication skills. - Strong stakeholder management and interpersonal skills. - Ability to analyze performance data and identify training opportunities. - Proficiency in MS Office tools, especially Excel and PowerPoint. - Strong organizational and multitasking abilities. - Ability to work in a fast-paced and dynamic environment. **Qualifications: Qualifications** - Bachelor’s degree in any discipline. - 2-3 years of experience in Customer Experience, Training, Learning & Development, or related functions. - Prior experience in managing training programs within BPO/ITES/customer support environments is preferred. - Experience in handling client interactions and stakeholder communication is an added advantage.