Customer Service - Training Manager

5 - 8 Years

What will I be doing at Ather?   

  • Conduct, coordinate, and implement a comprehensive training program for customer facing employees
  • Take initiative and create training solutions that suit the business requirement
  • Identify gaps in learning modules and highlight/present solutions
  • Partnering with key stake-owners across organization to achieve business objectives and streamline the training program for the business
  • Suggest corrective and preventive actions to the operations management team to continually enhance the customer experience.
  • Work with various stakeholders to understand new processes/policies/features/releases to be able to translate that into training modules
  • Propose competency tests, guides for soft skills, communication skills and different techniques required to assist our diverse customer base
  • Proactively assume responsibility to better the learning environment for the business
  • Figure out training needs by observing support interactions; studying trending areas of improvement as identified through the quality programs, customer experience results in reports.
  • Improve training effectiveness by participating in educational opportunities(reading professional publications, studying the latest industry trends in Customer Experience, Support, and Enablement)
  • Work with internal and partner teams to ensure quality of training programs remain consistent
  • Play a key role in quality control of training by conducting observations and through participant feedback
  • Maintain reports and data to keep track of training effectiveness and performance
  • Frequent travel to other cities will be required

What kind of experience & skills do I need for this role?
  • 5+ years of experience in the support industry with a minimum of 3+ years experience managing training/training teams.
  • Should have relevant experience as a trainer
  • Should have experience in creating and managing training strategies.
  • Having instructional design experience is a bonus
  • Excellent analytical skills, verbal and written communication skills and presentation skills
  • Thorough working knowledge of training KPIs, learner feedback mechanisms, types of training strategies for new hires and tenured employees
What should I have graduated in?
No specific educational background mandatory.

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