Senior Manager Customer Experience Training

2 weeks ago

Gurugram, India IGT Solutions Full time

IGT is looking for Customer Experience Senior Manager - Training Professional (for Voice and Chat /Email Customer Experience Improvement) to join our fast growing International Travel Servicing Operations.

If you are a Training professional who is passionate about developing Customer Experience skills across contact center operations to instill a culture of coaching, customer advocacy and engagement-oriented interactions on calls and chat then you are a good fit for this role.

Job Responsibilities:

Develop and strategies modules pertaining to Customer Experience Blueprint Trainings across customer service operations in a contact center environment

Design & deliver learning interventions to train customer service teams on the emotional, empathy, energy and engagement aspects of customer service delivery

As a Customer Experience champion be responsible for strengthening the teams' communication and soft skills to enhance customer outcomes in the form of CSAT and NPS

Experience in training communication, customer engagement, soft skills, and customer resolution trainings in Travel or BPO industry

Coach and develop Customer Experience Trainers across Operations team members to deliver effective CE Coaching that directly impacts customer outcomes

You should have a proven track record of training and coaching large teams for customer success in meeting performance targets related to CSAT, DSAT, NPS

Capture, acknowledge and reward moments where agents have WOWed our customers on phone or chat and similarly capture, acknowledge and improve upon situations where the opposite has happened and left our customers dissatisfied.

Develop and formulate customer experience training curriculum, conduct group trainings and individual coaching and knowledge assessment to new and existing CS agents with the objective to ensure superior and consistent service quality

Implement learning strategies and effective training programs that are aligned with the Customer Experience teams objectives

Participate in calibration sessions with Operations, Quality and Training Managers, Trainers as well as other CE coaches

Partner with Operations Managers, QA and Training Team to outline specific content related to training needs identified in enhancing overall customer experience

Ability to Deep dive into our operational insights to identify opportunities, themes, and gaps to upskill team performance on Customer Experience skills.

Drive Culture Orientation for the New Hire Batches

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