Job description 

Key Responsibilities

• Develop and coordinate training programs (online, offline, and coaching) and content plans for various target groups (CS New Hire, Existing CS team training, TTT for Partners)
• Conduct Train the Trainer courses on product knowledge, process, and systems etc·
• Develop the training plans for soft skills and communications skills (across various lines of service, chats, social media, and calls) and targeted training on delivering quality metrics on Customer Support
• Involve coaching teams across multiple Geographies and Cultures to localize training
• Conduct periodic training Needs Analysis and develop programs to improve existing CS service levels
• Coordinate training calendar, participation, certification process, etc.

Skills & Attributes for Success

• Deep understanding of adult learning concepts and techniques
• Understanding of contact center technology, processes, and operations
• Strong training /accreditation program design experience
• Advanced presentation, interpersonal, time management, and organizational skills
• Proficiency in using Microsoft products such as Excel, PowerPoint, and Word
• Customer-centric and attention to detail
• Ability to work both independently and in a team environment

Preferred Education & Experience

• A PGDBM /MBA degree from a reputed B-school
• 6-9 years of proven track record in designing and developing training materials
• Exposure to Salesforce, Freshdesk (any competitive CRM system), Live chat anddigital servicing channels will be an added advantage