Senior Manager/Associate Director - Training Head - Customer Experience

- 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 10 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