Senior Manager Customer Experience Training

2 weeks ago


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



  • india EvolutionCo Digital | Customer Experience Design & Marketing Agency Full time

    Job Location : Mumbai Roles & Responsibilities;  User Research, User Stories, User Journeys, Mockups, Wireframes & Prototypes Translate concepts into user flows, wireframes, mockups and prototypes that lead to intuitive user experiences. Design and deliver wireframes, user stories, user journeys, and mockups optimized for a wide range of devices and...

  • Training Coordinator

    1 month ago


    india PARI Training Institute Full time

    Company Description Parliamentary and Administrative Research Institute (PARI) is an organization established in 2017 with a focus on conducting research on parliamentary and administrative issues in India. PARI also provides capacity-building courses on various subjects, such as Parliamentary Procedure, Public Policy Management, Public Health Policy...


  • india Open Destinations Full time

    Title: Senior Manager Quality and Training Business Unit: Business Support Service (BSS) Reporting To: SVP Business Support Services Job Type: Work from office Location: Panjim, Goa Company Profile Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with more than 25 years’ real-world...

  • Training Manager

    5 days ago


    india Open Destinations Full time

    Title: Training Manager Business Unit: Business Support Service (BSS) Reporting To: Head of Business Excellence Job Type: Work from office Location: Panjim, Goa Company Profile Open Destinations Limited is a leading services and technology provider exclusive to the travel industry, with morethan 25 years’ real-world experience. Our team...


  • india Conduent Business Services Full time

    Job Track Description: Assists others in achieving goals. Manages performance appraisals and pay reviews. Manages training for 3 or more employees. Manages hiring and termination actions. Requires broad technical expertise and company/industry knowledge. Is accountable for program management functions. General Profile ...


  • india Oracle Full time

    Education Services Job Description Why Oracle NetSuite Are you motivated to launch your career in a high-energy, collaborative, and dynamic environment with a leading technology company? Let's have a conversation about how you can make an immediate impact. To start, you will be surrounded by intelligent, innovative, caring people invested in our...

  • Senior Manager

    1 week ago


    india Concentrix Full time

    We are looking for a leader to oversee training and transactional quality as a function for leading global client in Bangalore location . The identified resource is expected to lead Standardization, adoption of best practices from the industry and implement the new concepts of training & quality, which help meet our overall business objectives. Essential...


  • india Radware Full time

    Responsibilities: Must be able to work with little supervision to coordinate training course logistics and details.   Deliver technical training at Radware, customer, and channel locations throughout the World in Spanish and English .  Conduct "train-the-trainer" sessions for Radware authorized training partners.   ...

  • HubSpot Specialist

    1 month ago


    india Right Customer Full time

    We are seeking a HubSpot Specialist, a crucial role in enhancing our marketing, sales, and customer service efforts. In this position, you will be the maestro of our HubSpot environment, leveraging its full suite of tools to streamline processes, optimize customer interactions, and drive business growth. Your expertise will be instrumental in deploying...

  • Training Manager

    2 weeks ago


    india CTH Recruiting Full time

    Job Description We are seeking a highly motivated and experienced Training Manager to join our team immediately. The Training Manager will oversee the development and execution of training strategies within the Housing Choice Voucher (HCV) program under the direct supervision of the VP of HCV. This role is pivotal in developing, administering, and monitoring...

  • Training Manager

    1 month ago


    india Aloha Consulting Group Full time

    Job Description ACG_1495_JOBOur client is a leading fashion brand in Vietnam who is looking for a qualified candidate to join their firm:Recognize company's culture, elevate and maintain the showroom's world-class status, and ensure that service quality is uniform throughout the country.In collaboration with the HR manager, the board of directors, and the...


  • india Oracle Full time

    Job Title : Senior Quality Specialist - Digital Content / Videos Job Location : Bengaluru Exp : 5-10 years Position Overview : Oracle University is looking for a qualified Digital Training Specialist to Quality Check our Training Content and Set it up in the back end for customers to consume it on our learning portal. The member will perform the final...


  • india PW (PhysicsWallah) Full time

    Position - Senior Associate - Sales Trainer and Quality Analyst Key Responsibilities: 1. Develop and Implement Sales Training Programs: Design and implement comprehensive sales training programs and initiatives to enhance the skills and performance of our sales team. 2. Deliver Engaging Training Sessions: Conduct interactive and impactful training sessions...


  • india HDFC securities Full time

    Responsible for training in the mapped regions Induction and Refresher Training sessions for employees digital content for Training training/ hand holding sessions for Customers training session for other stake holders like B2B relationships cooperation from other Trainers, Product Managers and SMEs to conduct training on other products and services...

  • Training Manager

    2 weeks ago


    india Ferns N petals Full time

    Training Program Development: Design and develop training programs that address the specific needs of retail staff at various levels, including sales associates, supervisors, and managers. Collaborate with subject matter experts to ensure training materials are accurate, relevant, and up-to-date. Utilize a variety of training methods and techniques, such as...


  • india Intellipaat Full time

    Intellipaat is a global online professional training provider. We create courses for professional career growth with high outcome results on top technologies like Big Data, Data Science & AI, Business Intelligence, Cloud, Blockchain, Database, Programming, Testing, Project Management, etc. We help professionals to help into their dream job by providing world...


  • india Jobbo.in Full time

    The Head of Quality and Training is required to play a pivotal role in leading both the departments of the organization and providing direction to Mid & Junior level management personnel of the department. This role requires the person to play a lead strategic role, overseeing and implementing strategies that will help the Training & Quality teams to deliver...

  • Tax Manager

    1 week ago


    india GST Manager Full time

    Job Title: Taxation Manager We are seeking a highly motivated Chartered Accountant to join our team as a Taxation Manager. If you are passionate about tax management and eager to take your career to the next level, this is the opportunity for you. Key Responsibilities: - Lead and mentor a team of tax analysts. - Manage and oversee:  - Income Tax Filing  -...

  • Training Manager

    4 weeks ago


    india Rebel Foods Full time

    Position: Manager - Training & Development Reports to: Zonal Business Manager Designation - Manager Location - Hyderabad Role type - Field Trainer Background Food delivery continues to grow exponentially worldwide and there is an opportunity to build the world's most valuable restaurant company on the internet, superfast. We have the formula to be that...


  • india Right Customer Full time

    Right Customer is a performance marketing studio that partners with subject matter experts to create, promote, and deliver online education to their audiences in evergreen niches like real estate investing, business, and personal finance. We are seeking an Ads Tracking Specialist proficient in setting up and troubleshooting conversion tracking for various...