Disney+ Hotstar - Training/Customer Support Manager

Job Summary: The role is Responsible for the development, administration, and coordination of Customer Service (CS) New hire training, refreshers for existing CS team, and other continuous learning programs. Responsible for collaboration with various internal & external stakeholders to create and execute outstanding product and soft skill training for internal teams and Train the Trainers (TTT) programs for our partners in various regions. Be the PIC to drive the team's Learning programs and build a strong service culture within the Customer Service team. Be the advocate of Disney+ Hotstar values and standards for self and team.

About the team Vital part of the Disney+ Hotstar support team which drives customer experience and operations across diverse markets. The team is passionate about making lives easier for internal and external customers with effective training, content creation, and delivery, contributing to operational tasks, improvements, and automation.

Reporting To - Senior Manager-Customer Support

Key Responsibilities:

- Develop and coordinate training programs (online, offline, and coaching) and content plans for various target groups (CS New Hire, Existing CS team training, TTT for Partners)

- Conduct Train the Trainer courses on product knowledge, process, and systems etc-

- Develop the training plans for soft skills and communications skills (across various lines of service, chats, social media, and calls) and targeted training on delivering quality metrics on Customer Support

- Involve coaching teams across multiple Geographies and Cultures to localize training

- Conduct periodic training Needs Analysis and develop programs to improve existing CS service levels

- Coordinate training calendar, participation, certification process, etc.

Skills & Attributes for Success:

- Deep understanding of adult learning concepts and techniques

- Understanding of contact center technology, processes, and operations

- Strong training /accreditation program design experience

- Advanced presentation, interpersonal, time management, and organizational skills

- Proficiency in using Microsoft products such as Excel, PowerPoint, and Word

- Customer-centric and attention to detail

- Ability to work both independently and in a team environment

Preferred Education & Experience:

- 4+ years of proven track record in designing and developing training materials

- Exposure to Salesforce, Freshdesk (any competitive CRM system), Live chat anddigital servicing channels will be an added advantage