4 AJM Talentrix Jobs
Assistant Manager/Lead - Customer Service Training (5-10 yrs)
AJM Talentrix
posted 10d ago
Key skills for the job
Work From Office role.
Job Description
POSITION: Trainer Lead (Customer Service Training ), Designation-Assistant Manager
ROLE PURPOSE: Lead of Call Center Training Team
LOCATION: Mumbai DEPARTMENT: Customer Experience
Position Overview:
- We are seeking a dynamic and experienced Training lead to manage the training vertical of our call center partner.
- The ideal candidate will play a pivotal role in designing, implementing, and evaluating training programs that align with business objectives, enhance team performance, and ensure a superlative customer service experience.
Skill Required:
- Strong leadership and team management abilities.
- Expertise in designing and delivering training programs.
Content Creation:
- Excellent communication, presentation, and interpersonal skills.
- Proficiency in MS Office and familiarity with e-learning platforms and tools
- Analytical mindset to measure and improve training impact.
- High adaptability and problem-solving skills to manage dynamic call centre environments.
- Collaborative approach to work effectively with cross-functional teams.
Key Responsibilities:
1. Training Program Design & Delivery:
- Develop, implement, and manage training programs tailored to call center operations, processes, and customer interaction best practices.
- Ensure training materials are up-to-date, relevant, and aligned with organizational goals.
2. Team Leadership:
- Lead and mentor the training team to deliver high-quality training sessions.
- Set clear objectives for trainers and monitor performance against these goals.
3. Stakeholder Collaboration:
- Partner with call center management, operations teams, and other stakeholders to identify training needs and align initiatives with business priorities.
- Coordinate with subject matter experts to develop customized training modules.
4. Performance Tracking & Reporting:
- Analyze training effectiveness through performance metrics, feedback, and assessments.
- Provide regular reports and insights to leadership on the impact of training on call center
5. Process Improvement:
- Identify skill gaps and recommend improvements to enhance the overall customer service experience.
- Continuously improve training delivery methods, including learning, workshops, and hands- on training.
6. Compliance & Standards:
- Ensure adherence to company policies, procedures, and other requirements during training.
- Standardize processes and maintain consistency across multiple training locations.
Functional Areas: Other
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