Manager Training - BFSI Experience Mandate
- IGT Solutions
- 8 - 12 years
- Noida, Gurugram
- 13 days ago
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Job Description
IGT is looking for Manager Training Professional.
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 BFSI 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
Weblink www.igtsolutions.com
Location - Gurgaon
24*7 6 days working.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Teaching & TrainingRole Category: Teaching & Training - OtherRole: Teaching & Training - OtherEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: Process Training Bpo Training Bfsi Product Training Training Analysis training and development OJT training Training Management Training Delivery
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IGT Solutions
IGT Solutions (IGT) is a leading BPM, Technology and Digital Services and Solutions Company committed to deliver innovation and business excellence across the entire spectrum of Travel, Transportation and Hospitality domain.Established in 1998, with 100% focused on the Travel indus...
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