Assistant Manager - Customer Experience

Key Responsibilities

• Design and deliver engaging training programs for new hires and existing employees across customer experience functions.
• Conduct refresher sessions, coaching interventions, and process training to improve team performance and customer satisfaction.
• Collaborate with operations, quality, and leadership teams to identify training needs and performance gaps.
• Develop training materials including SOPs, presentations, assessments, and learning modules.
• Monitor training effectiveness through assessments, feedback, audits, and performance metrics.
• Drive initiatives focused on communication skills, customer handling, soft skills, and process excellence.
• Maintain training trackers, reports, and dashboards for management review.
• Support transition and ramp-up activities for new processes or clients.
• Mentor trainers and provide guidance to ensure consistent training delivery standards.
• Stay updated with industry trends, customer service practices, and learning methodologies.

Qualifications

• Bachelor's degree in any discipline.
• 2-3 years of experience in Customer Experience, Training, Learning & Development, or related functions.
• Prior experience in managing training programs within BPO/ITES/customer support environments is preferred.
• Experience in handling client interactions and stakeholder communication is an added advantage.

Required Skills & Competencies

• Strong understanding of Customer Experience (CX) operations and customer service best practices.
• Excellent presentation, facilitation, and communication skills.
• Strong stakeholder management and interpersonal skills.
• Ability to analyze performance data and identify training opportunities.
• Proficiency in MS Office tools, especially Excel and PowerPoint.
• Strong organizational and multitasking abilities.
• Ability to work in a fast-paced and dynamic environment.