Description:
Key Responsibilities:
- Own and drive the end-to-end communication and behavioral training strategy for Customer Experience, Ground Operations (blue-collar workforce), and Inside Sales teams
- Design and deliver role-specific, practical training programs that improve customer handling, on ground professionalism, service quality, and consultative selling
- Lead on-ground, classroom, and virtual training sessions, including field-based coaching for frontline and blue-collar teams
- Create scalable, easy-to-consume training content such as videos, playbooks, SOP-aligned guides, and assessment tools suitable for diverse workforce segments
- Conduct regular training needs assessments using call audits, field observations, performance data, and stakeholder inputs
- Establish clear metrics to measure training effectiveness and link learning outcomes to business KPIs such as CSAT, productivity, quality, and sales conversion
- Partner closely with CX, Operations, Sales, and HR leaders to address capability gaps and improve frontline performance
- Build manager coaching and train-the-trainer frameworks to ensure consistent execution and long-term scalability
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