Assistant Manager- Customer Experience Training

Job description

**Job Description | Assistant Manager Customer Experience Training | Customer Experience | ifly, IndiGo** **Job Overview** We are seeking a highly motivated and experience individual in training to join our team. The ideal candidate will be well versed with process training and play a pivotal role in designing and delivering impactful training programs, managing stakeholder relationships, and driving organizational growth through effective learning initiatives. This role requires a strong background in process training in a contact centre or BPO, with prior team experience in operations, quality, or training being highly desirable. In addition, experience in outsourcing training for contact centres is a valuable asset. The selected candidate must also be flexible to integrate with operations during low training volumes to support business continuity. **Key Responsibilities** **Facilitation & Training** • Conduct audits to identify and address learning and development (L&D) gaps in customer experience processes. • Develop, deliver, and facilitate training programs on process knowledge, email essentials, customer interaction skills, and other relevant subjects. • Provide coaching and guidance to learners, fostering continuous skill enhancement and a culture of learning. • Proven experience in conducting Training Needs Analysis (TNA) using business performance metrics, quality scores, CSAT, NPS, and customer feedback. **Governance & Stakeholder Management** • Manage stakeholder relationships through effective communication, needs analysis, and regular business reviews. • Formulate and monitor quality processes **Integration with Operations** • During periods of low training volume, work closely with floor operations to manage business volumes effectively and ensure seamless integration. Making outcalls to customers and/or resolve case inflows to understand the business needs to further facilitate any gap in training or refreshers. **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. • Leverage LMS platforms like SAP SuccessFactors for training management and reporting. **Innovation & Organizational Growth** • Stay updated with industry trends and incorporate modern learning methodologies like gamification and Parent-Adult-Child coaching models. • Collaborate with subject matter experts to create and maintain training resources with effective version management. **Qualifications** - Graduate in any discipline **Mandatory and key skills required for this role** - Experience in process training within the contact centre or BPO domains - Experience in operations, quality, or training in contact centre 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 centres - Exceptional communication skills to deliver clear, engaging, and impactful training content - Strong knowledge of customer experience processes and functions. - Professional certifications in Learning & Development or Training & Facilitation - Flexibility to work on weekends and on odd hours shifts if the training need requires this - Proficiency in LMS platforms such as SAP SuccessFactors **Desirable skills required for this role** - Proven ability to manage multiple stakeholders and build strong, effective relationships - Familiarity with training tools like Articulate and methodologies like gamification and storyboarding - Strong organizational and project management skills, with a focus on quality and attention to detail - Experience with coaching frameworks and measurable organizational development initiatives is advantageous - Experience using AI-enabled learning platforms, virtual training tools, and learning analytics. **Work Location:** Gurugram, Work from Office (Full time)