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
- Robust 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
📍 Gurugram