Manager/Senior Manager - Learning & Development - Customer Service Training - BPO

Manager / Sr. Manager Learning & Development - Customer Service Training for an MNC BPO in Bangalore.

Job Description :

- Manager, you will design the Customer Connection training sessions, competitive benchmarking and mystery shopping. This hands-on program instills the essence of our customer obsessed culture by working backwards from the customer and collecting key insights through benchmarking and mystery shopping.

- The successful candidate will be a strong self-starter, have a broad understanding of Customer Service operations and thrive on working with executive level participants. This is an individual contributor role that requires cross-functional coordination within to stay current on the tools, training, information and processes used to continue to build Earths Most Customer Centric Company.

This person will lead a daily schedule of Customer Connection events that :

- Provide Amazonians the opportunity listen to customer calls side-by-side with Customer Service Associates.

- Lay the foundation for how to discover the essence of the customer concern.

- Use customer stories to illustrate how business decisions impact the customer.

Responsibilities :

- Manage the events for consistency and quality while dealing with the ambiguity of incorporating aha moments. Able to make adjustments on the fly within the tenets and spirit of the program.

- Design and manage marketing processes, roster tracking, course evaluations, reporting and creation of presentation materials.

- Own (or oversee) session logistics including room scheduling, participant meals, etc.

- Promote feedback from participants and assist them in linking to follow-up activities to take advantage of the excitement generated by the events.

- Stay in tune with the ever-changing world of Customer Service through meetings and interactions with Site, Operations, and Knowledge Management leadership for broad CS knowledge.

- Act as a collaborator and consultant for facilitators at regional contact centers, as well as global colleagues.

- Certify new program facilitators through train-the-trainer methodology.

- Participate in and/or own instructional design.

- Manage projects and processes as needed.

Desired Candidate Profile :

- Graduate / PHG having 10+ years of work experience in BPOs with at least 4 years of work experience in the areas of training driving L&D initiatives,Customer Trainings, etc. Should be currently working in an MNC BPO as Manager / Senior Manager L&D.

- An infectious and authentic obsession with excellent customer experience and for sharing customer issues as a way to improve customer experience.

- Stellar delivery skills and high energy facilitation style.

- Able to demonstrate candor, poise, self-confidence and warmth. Poise under pressure is especially beneficial as is the ability to create an easy atmosphere for discussion.

- Direct experience thriving in fast-paced, dynamic and often ambiguous environments while delivering results, meeting stretch goals and barely-breaking a sweat.

- Outstanding interpersonal and leadership skills; a role model for the use of the concepts and skills exemplified in the program.

- Highly organized, self-motivated, detail oriented, and able to work independently as well as collaboratively.

- Bring experience to bear in developing imaginative and practical program improvements.

- Technical aptitude as it relates to instructional design and program management.

- Use of SharePoint and MS Office products.

- Ability to travel domestically up to 15% of work time.

- Profiles from any other industry apart from BPO is not suitable.

Interested candidates can call us @ 040-40101210/11.