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Assistant Manager LnD - CRM
Orchard Healthcare
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
We are seeking an experienced Process Trainer to join our CRM Support Team. The ideal candidate will have a strong background in Customer Experience (CX) service and a proven track record in delivering high-impact training on quality, communication, product and processes. You will play a critical role in developing, delivering, and evaluating training programs aimed at enhancing team performance and customer service excellence.
Key Responsibilities:
1. Training Delivery: - Deliver comprehensive training programs covering CRM processes, quality standards, communication skills, and customer interaction protocols. - Conduct both classroom and virtual training sessions to new hires and tenured agents, ensuring content is engaging and tailored to different learning styles.
2. Content Development: - Develop and continuously update training content, materials, and documentation based on process updates, customer feedback, and performance metrics. - Collaborate with subject matter experts (SMEs) to ensure the accuracy and relevance of training content.
3. Assessments and Evaluation: - Create and administer assessments (quizzes, role-plays, simulations) to evaluate trainee understanding and application of processes. - Provide constructive feedback and coaching to agents based on assessment results and individual performance. - Track and analyze training effectiveness through post-training assessments, agent performance data, and quality audits.
4. Quality and Process Improvement: - Monitor quality and performance metrics of the CRM support team and identify skill gaps. - Work closely with operations to align training programs with quality benchmarks and CX goals. - Continuously identify opportunities to improve training materials and delivery methods.
5. Mentorship and Ongoing Development: - Provide one-on-one coaching and feedback sessions to support the continuous development of team members. - Assist in onboarding new hires and ensure a smooth transition to full performance.
6. Stakeholder Management: - Collaborate with team leaders and operations teams to align training initiatives with business goals. - Present training outcomes, progress reports, and recommendations for further training interventions to manager
Key Requirements -
Experience:
Minimum 3-5 years of experience in a similar training role within the Customer Experience (CX) domain, preferably with top companies known for customer service excellence (e.g., Amazon, Swiggy, Flipkart).
- Expertise in Training: Proven experience in conducting training on customer service quality, communication, and process adherence.
- Assessment Skills: Ability to create effective assessments and use data to measure training effectiveness and identify areas for improvement.
- Content Development: Strong experience in designing and developing training content that addresses process, quality, and communication.
- Communication Skills: Exceptional verbal and written communication skills with the ability to train and coach others.
- Tools: Proficiency in using Learning Management Systems (LMS), assessment platforms, and reporting tools
. - Customer Centric Mindset: Deep understanding of CRM processes and customer interaction best practices.
Employment Type: Full Time, Permanent
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Assistant Manager salary at Orchard Healthcare
reported by
4
employees
with 7-12
years exp.
₹4.6
L/yr - ₹14.6
L/yr
35%
more
than the average Assistant Manager Salary in India
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What Orchard Healthcare employees are saying about work life
based on 13 employees
Flexible timing
Rotational Shift
No travel
Night Shift
Orchard Healthcare Benefits
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