Asst. Manager - CUSTOMER SERVICE & OPS SC

Job description

Key Responsibilities The role will be responsible for designing, implementing, and evaluating learning interventions that enhance employee performance, improve customer experience and support business objectives • Conduct Training Needs Identification (TNI) through stakeholder discussions, performance analysis, quality metrics, customer feedback and process changes. • Facilitate induction training, assessment and certification for new joiners and existing Customer Service and Operations team members • Drive continuous capability enhancement to improve operational excellence and customer satisfaction and drive First time right • Deploy learning programs including classroom, virtual, e-learning and instructor-led sessions • Drive vendor capability building by conducting training programs for vendor staff • Measure training effectiveness using learning KPIs, assessment scores and business impact • Create monthly training calendars • Responsible for Training MIS and Analytics – correlation of learning and impact of training on business metrics. Qualifications Education & Experience Graduate with min 2-3 years of work experience Skills & Attributes • Analytical skills with Good written and spoken English • Excellent knowledge of MS Office • Excellent facilitation, presentation, communication, and influencing skills. • Ability to manage multiple learning initiatives simultaneously in a fast-paced environment • Managing internal customers and teams