Training & Development Role - Customer Service

Customer service training and development

- Planning and managing internal reinforcement & refresher trainings and feedback sessions on quarterly and annual basis

- Working collaboratively with the QA team to identify training needs

- Managing content on the 'Learning Management System' and creating training SOPs

- Identifying process gaps and fix them through process changes, refresher trainings etc.

- Optimising training processes for efficiency and analysing training effectiveness

- Planning and implementing training programs that will prepare employees for the next step of their career paths

- Leading, training, onboard and evaluate new trainers

- Implementing training KPIs, preparing and presenting reports on the same

- Leading and handholding outsourced partner teams to drive performance

Must Have :

- A minimum of 10 to 13 years experience in Customer Service trainings

- Experience working with Learning Management Systems

- Experience in vendor management

- Strong written communication skills

Good to Have :

- Passion for sports

- Experience working in a B2C set up

- Experience in training content development

- Experience working with Knowledge Management Systems