Training Manager

Manager Training (BFSI Experience)

Location: Gurgaon

Work Schedule: 247 operations; 6 days working

Position Overview

IGT is seeking a seasoned professional for the role of Manager Training (Customer Experience) . The incumbent will be responsible for leading Customer Experience (CX) training initiatives across contact center operations, with a focus on capability building, behavioral excellence, and continuous improvement in customer satisfaction metrics.

Key Accountabilities

• Develop, implement, and govern Customer Experience training frameworks and learning strategies aligned with organizational objectives
• Design, standardize, and deliver Customer Experience training modules across contact center operations
• Conduct training programs focused on emotional intelligence, empathy, customer engagement, communication effectiveness, and service recovery
• Drive improvement in customer satisfaction indicators including CSAT, DSAT, and NPS through structured training and coaching interventions
• Coach, mentor, and develop Customer Experience Trainers and Operations team members to ensure consistent delivery of CX standards
• Establish processes to identify, document, recognize, and reinforce exemplary customer interactions, as well as to address customer dissatisfaction scenarios
• Develop and maintain Customer Experience training curriculum, assessment methodologies, and certification standards for agents
• Deliver group training sessions, individual coaching, and knowledge assessments for new and existing customer service agents
• Implement learning and development initiatives in alignment with Customer Experience, Quality, and Operations goals
• Collaborate with Operations, Quality Assurance, and Training stakeholders to identify capability gaps and define targeted training interventions
• Participate in cross-functional calibration sessions to ensure alignment on CX standards and evaluation criteria
• Analyze operational data, customer feedback, and quality insights to identify trends and opportunities for CX improvement
• Lead Customer Experience culture orientation and onboarding programs for new hire batches

Qualifications and Experience

• Demonstrated experience in Customer Experience, communication, soft skills, and customer engagement training
• Prior experience within BFSI or BPO contact center environment.
• Strong analytical, stakeholder management, and governance capabilities
• Excellent facilitation, communication, and coaching skills

Call Now & Grab the Opportunity!

Contact: Swapnil Gupta