Senior Manager/Associate Director
3 weeks ago
- Responsible for strategy design & deployment for the customer experience training delivery function.
- Lead a team of training professionals.
- Ensure training plans are created and executed across processes and partner locations as per the timelines.
- Ensure ROI of training interventions by driving high-impact training deliveries across partner locations.
- Drive governance of training function through regular cadences with partner team, internal team & cross-functional stakeholders and ensure that improvement opportunities are addressed well in time & structurally.
- Lead the review with senior leadership teams and keep the teams apprised of training progress.
- To succeed in this role - you should have the following
Key Skills:
- Experience of 10 years + in customer services domain preferably in Ecommerce, Telecom, Banking or BPO operations.
- Should have lead a team of training professionals.
- Should have experience in managing contact center training in a multi-location set-up
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