Manager/Senior Manager-Training And Quality
2 months ago
IGT Solutions is looking for Manager – Training & Quality 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 location: Bengaluru
Work Setup: Onsite
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
It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.
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