Flipkart - Senior Manager/Associate Director - Training Head - Customer Experience

Mandatory Skills: training delivery, Training Need Analysis, customer experience

About the Role:

- This role involves leading the training delivery function for Flipkart customer experience function and working with internal as well as external stakeholders such as BPO partners to ensure the training delivery objectives are met.

About the team:

- Training delivery team is responsible for ensuring training execution plans are created and executed as per timelines and with high levels of effectiveness across the customer services operations team. The team acts as a support function to the customer service operations teams and works with various partners to drive the training readiness and effectiveness across processes, businesses, and locations.

- Responsible for strategy design & deployment for the customer experience training delivery function.

- Lead a team of training professionals.

- Ensure training plans are created and executed across processes and partner locations as per the timelines.

- Ensure ROI of training interventions by driving high-impact training deliveries across partner locations.

- Drive governance of training function through regular cadences with partner team, internal team & cross-functional stakeholders and ensure that improvement opportunities are addressed well in time & structurally.

- Lead the review with senior leadership teams and keep the teams apprised of training progress.

- To succeed in this role - you should have the following

Key Skills:

- Experience of 12 years + in customer services domain preferably in Ecommerce, Telecom, Banking or BPO operations.

- Should have lead a team of training professionals.

- Should have experience in managing contact center training in a multi-location set-up

- Highlighly competent at Stakeholder management & structured problem solving