Manager

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of [Manager], [Customer Care - Training]!
In this role, We are seeking a highly motivated and experienced Training Manager to join our team in the contact center environment. The Training Manager will be responsible for developing and implementing training programs for our contact center staff, ensuring that they have the necessary skills and knowledge to provide exceptional customer service. The ideal candidate will have a minimum graduate degree, lean six sigma training and certification, and experience in handling contact center tools and client management. The Training Manager will work closely with the contact center team to ensure that our staff is equipped with the necessary skills to meet and exceed customer expectations.

Responsibilities
. Develop and implement training programs for contact center staff, including new hire training, ongoing training, and refresher courses.
. Create training materials, including presentations, manuals, and job aids.
. Conduct training sessions for contact center staff, both in person and virtually.
. Monitor and evaluate the effectiveness of training programs and make necessary adjustments to ensure continuous improvement.
. Collaborate with contact center team leaders to identify training needs and develop targeted training plans.
. Keep up-to-date with industry trends and best practices in customer service and incorporate them into training programs.
. Ensure that all contact center staff are trained on the use of contact center tools and systems.
. Provide ongoing coaching and support to contact center staff to improve their performance.
. Monitor and track the progress of trainees and provide feedback to management.
. Maintain accurate records of training activities and employee progress.- Conduct regular assessments to measure the effectiveness of training programs.
. Communicate with clients to understand their specific training needs and develop customized training solutions.
. Ensure that all training programs comply with company policies and procedures.
. Stay updated with changes in products, services, and processes to ensure accurate and effective training.
Qualifications we seek in you!
Minimum Qualifications / Skills
. Minimum graduate degree in a relevant field.
. Lean Six Sigma training and certification.
. Good experience in training and development, preferably in a contact center environment.
. Excellent communication skills, both written and verbal.
. Experience in handling contact center tools and systems.
. Strong client management skills.
. Understanding of customer satisfaction methodology.
. Ability to work early shift timings (IST 1:00 am onwards) and flexibility to work over weekends.

Preferred Qualifications/ Skills
. Experience in handling contact center tools and systems.
. Strong client management skills.
. Understanding of customer satisfaction methodology.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.