Assistant Manager- Customer Experience Training

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)