Job Title: Manager Training||BFSI Experience Mandate.
Location: Gurgaon
Work Schedule: 247 operations | 6 days working
Role Purpose
IGT is looking for a highly accomplished Training Manager to lead, design, and institutionalize world-class customer experience capabilities across contact center operations. This role is pivotal in driving a coaching-led, customer-first culture that consistently delivers high customer satisfaction, advocacy, and engagement across voice, chat, and email channels.
The incumbent will be responsible for shaping customer experience behaviors, strengthening communication and emotional intelligence skills, and translating CX strategy into measurable business outcomes such as CSAT, DSAT reduction, and NPS improvement.
Key Responsibilities
Customer Experience Strategy & Training Excellence
- Design, develop, and deploy a Customer Experience Training Blueprint aligned with organizational CX vision and business goals
- Create engaging and high-impact learning interventions focused on empathy, emotional intelligence, customer advocacy, energy, and engagement-driven interactions
- Ensure consistent and superior customer experience delivery across all customer touchpoints (voice, chat, and email)
Coaching, Capability Building & Performance Impact
- Lead and coach Trainers and Operations teams to embed effective CX coaching practices
- Drive a culture of continuous improvement and coaching excellence that directly influences customer outcomes
- Strengthen communication, soft skills, and customer resolution capabilities to achieve sustained improvements in CSAT and NPS
- Recognize and celebrate moments where agents delight customers while identifying, addressing, and correcting customer dissatisfaction drivers
Learning Design, Delivery & Governance
- Develop comprehensive CX training curricula for new hires and existing customer service agents
- Conduct classroom trainings, workshops, individual coaching sessions, and knowledge assessments
- Implement innovative learning methodologies aligned with evolving customer expectations and operational realities
Stakeholder Collaboration & Calibration
- Partner closely with Operations, Quality, and Training leadership to identify skill gaps and design targeted learning solutions
- Participate in calibration sessions to ensure alignment, consistency, and effectiveness of CX coaching and quality standards
- Influence CX priorities by providing insights and recommendations based on training and performance data
Data-Driven Insights & Continuous Improvement
- Deep dive into operational and quality insights to identify trends, themes, and opportunities for CX upskilling
- Measure training effectiveness and continuously refine programs to maximize business impact
- Drive customer-centric culture orientation programs for all new hire batches
Experience & Skills Required
- Proven experience Customer Resolution training within BPO or BFSI environments
- Demonstrated success in coaching and developing large contact center teams
- Strong track record of improving customer experience metrics including CSAT, DSAT, and NPS
- Exceptional facilitation, coaching, storytelling, and stakeholder management skills
- Strong analytical mindset with the ability to convert insights into impactful learning strategies
Why Join IGT
- Opportunity to shape customer experience culture at scale
- High-impact role with direct visibility on customer outcomes
- Work in a dynamic, fast-paced global contact center environment
Interested Candidates share resume- [Confidential Information]- 7042379178
