Job Title

Manager – Training (BFSI Experience)Location: GurgaonWork Schedule: 24×7 operations; 6 days workingPosition OverviewIGT is seeking a seasoned professional for the role of Manager – Training (Customer Experience). The incumbent will be responsible for leading Customer Experience (CX) training initiatives across contact center operations, with a focus on capability building, behavioral excellence, and continuous improvement in customer satisfaction metrics.Key Accountabilities- Develop, implement, and govern Customer Experience training frameworks and learning strategies aligned with organizational objectives - Design, standardize, and deliver Customer Experience training modules across contact center operations - Conduct training programs focused on emotional intelligence, empathy, customer engagement, communication effectiveness, and service recovery - Drive improvement in customer satisfaction indicators including CSAT, DSAT, and NPS through structured training and coaching interventions - Coach, mentor, and develop Customer Experience Trainers and Operations team members to ensure consistent delivery of CX standards - Establish processes to identify, document, recognize, and reinforce exemplary customer interactions, as well as to address customer dissatisfaction scenarios - Develop and maintain Customer Experience training curriculum, assessment methodologies, and certification standards for agents - Deliver group training sessions, individual coaching, and knowledge assessments for new and existing customer service agents - Implement learning and development initiatives in alignment with Customer Experience, Quality, and Operations goals - Collaborate with Operations, Quality Assurance, and Training stakeholders to identify capability gaps and define targeted training interventions - Participate in cross-functional calibration sessions to ensure alignment on CX standards and evaluation criteria - Analyze operational data, customer feedback, and quality insights to identify trends and opportunities for CX improvement - Lead Customer Experience culture orientation and onboarding programs for new hire batchesQualifications and Experience- Demonstrated experience in Customer Experience, communication, soft skills, and customer engagement training - Prior experience within BFSI or BPO contact center environment. - Strong analytical, stakeholder management, and governance capabilities - Excellent facilitation, communication, and coaching skillsCall Now & Grab the Opportunity!Contact: Swapnil Gupta – 7042379178