Customer Service Training Manager (04/11/2025) (Pune)

Customer Service Training Manager (04/11/2025) (Pune)

Key Responsibilities:

Training Delivery:

- Train Contact Centre Employees on Product and Processes (New & Existing) for all PAN India centers (Inhouse and Vendor Locations)
- To conduct refresher training for existing employees regularly
- Train all contact center employees in new products, procedures, and updates related to customer service.
- Conduct calibration workshops and refreshers for Outsourced vendors
- Develop digital and print training content (e.g. Videos, manuals and related training materials)
- All training sessions to be conducted professionally and in physical mode.
- Conduct soft skill sessions for employee development on interpersonal skills, objection handling, irate customer handling,



voice modulation etc).
- Conduct Training needs Identification (TNI) and Process Knowledge test (PKT) for Front-line employees by identifying skills gaps, basis Quality scores and TL feedback and line managers.
- Create and maintain updated records of ready reckoner, training curriculum, material and SOP update as per Org. standards
- Conduct daily briefings on fatal/non-fatal errors, new updates, process update.
- Create Service champions/ SMEs within the team for BCP.
- Conduct Quality Activities including not limited to BAU Quality Checks, feedbacks, Certifications etc. as per business requirement.

Training Program Development:

- Design and update training modules for current hires and existing staff.
- Develop role-play exercises and simulations to enhance customer handling skills.
- Ensure training sessions are engaging, interactive, and effective.

Key Measurables:

- Post Training Associate Assessment Score
- Post Training Pass % age during certifications
- Associate OJT Score.

Team Management at Vendor / Partner locations:





- Supervise and mentor outsourced training staff
- Schedule training sessions and Monitor activity as per training Schedule.
- Ensure Partner’s trainers are updated in real time with the latest product and process changes

Qualification – Graduated / Postgraduate in any stream.

Experience : Minimum 6 years in the training with minimum 3 years of experience in customer service training at BPO/ Call Center Domestic.

Targeted companies –

- Domestic BPO / Fintech /Banking/ Telcom Core Customer Service
- BFSI must with Exposure to lending products preferred

📌 Customer Service Training Manager (04/11/2025) (Pune)
🏢 Poonawalla Fincorp
📍 Pune