Customer Service Training Manager

5 days ago

Pune Maharashtra India, Maharashtra Poonawalla Fincorp Full time

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 changes


Qualification – 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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