Assistant Manager Customer Experience Training | Customer Experience | ifly, IndiGo Job Overview We are seeking a highly motivated and experience individual in training to join our team. The ideal candidate will be well versed with process training and play a pivotal role in designing and delivering impactful training programs, managing stakeholder relationships, and driving organizational growth through effective learning initiatives. This role requires a strong background in process training in a contact centre or BPO, with prior team experience in operations, quality, or training being highly desirable.

In addition, experience in outsourcing training for contact centres is a valuable asset. The selected candidate must also be flexible to integrate with operations during low training volumes to support business continuity.

Key Responsibilities Facilitation & Training Conduct audits to identify and address learning and development (L&D;) gaps in customer experience processes.

Develop, deliver, and facilitate training programs on process knowledge, email essentials, customer interaction skills, and other relevant subjects.

Provide coaching and guidance to learners, fostering continuous skill enhancement and a culture of learning.

Proven experience in conducting Training Needs Analysis (TNA) using business performance metrics, quality scores, CSAT, NPS, and customer feedback. Governance & Stakeholder Management Manage stakeholder relationships through effective communication, needs analysis, and regular business reviews.

Formulate and monitor quality processes Integration with Operations During periods of low training volume, work closely with floor operations to manage business volumes effectively and ensure seamless integration. Making outcalls to customers and/or resolve case inflows to understand the business needs to further facilitate any gap in training or refreshers. Analysis, Design & Reporting Generate reports on training outcomes, learner performance,



and the impact of L&D; initiatives on business metrics.

Continuously evaluate and improve training materials, delivery methods, and content using tools such as Articulate and storyboarding.

Leverage LMS platforms like SAP SuccessFactors for training management and reporting. Innovation & Organizational Growth Stay updated with industry trends and incorporate modern learning methodologies like gamification and Parent-Adult-Child coaching models.

Collaborate with subject matter experts to create and maintain training resources with effective version management.

Qualifications Graduate in any discipline Mandatory And Key Skills Required For This Role Experience in process training within the contact centre or BPO domains

Experience in operations, quality, or training in contact centre or BPO environments is highly desirable.

Has delivered training with proven 3-5 years of experience for email, chat and voice

Has been involved in creating content in his previous role

Experience in outsourcing training for contact centres

Exceptional communication skills to deliver clear, engaging, and impactful training content

Solid knowledge of customer experience processes and functions.

Professional certifications in Learning & Development or Training & Facilitation

Flexibility to work on weekends and on odd hours shifts if the training need requires this

Proficiency in LMS platforms such as SAP SuccessFactors Desirable Skills Required For This Role Proven ability to manage multiple stakeholders and build strong, effective relationships

Familiarity with training tools like Articulate and methodologies like gamification and storyboarding

Strong organizational and project management skills, with a focus on quality and attention to detail

Experience with coaching frameworks and measurable organizational development initiatives is advantageous

Experience using AI-enabled learning platforms, virtual training tools, and learning analytics.

Work Location: Gurugram, Work from Office (Full time)

📌 Assistant Manager- Customer Experience Training (Gurugram)
🏢 IndiGo (InterGlobe Aviation
📍 Gurugram