Assistant Manager/Lead - Customer Service Training

Work From Office role.

Job Description

POSITION: Trainer Lead (Customer Service Training ), Designation-Assistant Manager

ROLE PURPOSE: Lead of Call Center Training Team

LOCATION: Mumbai DEPARTMENT: Customer Experience

Position Overview:

- We are seeking a dynamic and experienced Training lead to manage the training vertical of our call center partner.

- The ideal candidate will play a pivotal role in designing, implementing, and evaluating training programs that align with business objectives, enhance team performance, and ensure a superlative customer service experience.

Skill Required:

- Strong leadership and team management abilities.

- Expertise in designing and delivering training programs.

Content Creation:

- Excellent communication, presentation, and interpersonal skills.

- Proficiency in MS Office and familiarity with e-learning platforms and tools

- Analytical mindset to measure and improve training impact.

- High adaptability and problem-solving skills to manage dynamic call centre environments.

- Collaborative approach to work effectively with cross-functional teams.

Key Responsibilities:

1. Training Program Design & Delivery:

- Develop, implement, and manage training programs tailored to call center operations, processes, and customer interaction best practices.

- Ensure training materials are up-to-date, relevant, and aligned with organizational goals.

2. Team Leadership:

- Lead and mentor the training team to deliver high-quality training sessions.

- Set clear objectives for trainers and monitor performance against these goals.

3. Stakeholder Collaboration:

- Partner with call center management, operations teams, and other stakeholders to identify training needs and align initiatives with business priorities.

- Coordinate with subject matter experts to develop customized training modules.

4. Performance Tracking & Reporting:

- Analyze training effectiveness through performance metrics, feedback, and assessments.

- Provide regular reports and insights to leadership on the impact of training on call center

5. Process Improvement:

- Identify skill gaps and recommend improvements to enhance the overall customer service experience.

- Continuously improve training delivery methods, including learning, workshops, and hands- on training.

6. Compliance & Standards:

- Ensure adherence to company policies, procedures, and other requirements during training.

- Standardize processes and maintain consistency across multiple training locations.