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 changesQualification – Graduated / Postgraduate in any stream.Experience : Minimum 6 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

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