Experience
- 3 to 5 years
Education
- Bachelor/Honors
Requirements
- 3 to 5 years
Skills Required
Additional Requirements
- Age 25 to 40 years
Experience
- 3–5 years of relevant experience in a Contact Center, BPO or customer experience environment.
- At least 2 years of experience in Learning & Development, Training, Quality, Content or a related function.
- Hands-on experience in Live Chat, Email, Social Media or other digital customer service operations is preferred.
- Experience working with client-facing BPO operations will be an advantage.
Functional & Technical Competencies
- Strong written communication in both English and Bengali; writing capability will be assessed during selection.
- Strong understanding of digital customer service, courtesy, tone and chat etiquette.
- Training needs analysis, content development, facilitation and coaching.
- Ability to interpret quality and operational performance reports and convert insights into learning actions.
- Proficiency in MS Excel, Word and PowerPoint.
- Strong reporting, documentation and presentation skills.
Behavioral Competencies
- Leadership & People Development
- Customer Centricity
- Communication
- Coaching & Mentoring
- Analytical Thinking
- Problem Solving
- Stakeholder Management
- Planning & Organization
- Adaptability
- Proactiveness
- Collaboration
- Results Orientation
Role Expectations
- The incumbent is expected to demonstrate a strong balance of L&D expertise, operational understanding, customer experience, data analysis and stakeholder management.
- The role should identify root causes of performance gaps, determine appropriate learning interventions, deliver effective training and coaching, and demonstrate measurable improvement in agent and customer experience performance.
Responsibilities & Context
Position Summary
The Senior Executive/ Assistant Manager – Learning & Development (L&D) will lead the design, delivery and continuous improvement of learning interventions for Live Chat and digital customer service operations. The role will build agent capability in written communication, customer handling, digital etiquette, empathy and customer experience, while partnering with Operations and Quality to convert performance gaps into measurable learning outcomes.
Key Responsibilities
Training & Facilitation
Design and deliver onboarding, process, communication, refresher and remedial training for Live Chat agents.
Develop agents’ ability to communicate clearly, accurately, professionally and politely in English and Bengali.
Facilitate practical exercises, role plays, simulations, assessments and knowledge checks.
Ensure training delivery is aligned with operational requirements and client expectations.
Digital Customer Experience
Train agents on digital customer service standards, chat etiquette, tone, empathy and customer-centric communication.
Coach agents on waiting-time management, appropriate hold messaging and de-escalation of difficult or frustrated customers through text.
Embed customer experience principles into day-to-day chat interactions.
Content & Learning Solutions
Develop and maintain bilingual training materials, facilitator guides, assessments and job aids.
Create and maintain a standardized response library covering greetings, holds, apologies, escalations, closings and common customer scenarios.
Review and update learning content based on process changes, quality findings and client requirements.
Quality, Coaching & Performance Improvement
Partner with Quality and Operations to analyze CE, empathy, FCR, CSAT and DSAT results.
Review chat transcripts to identify recurring communication, process and behavioral gaps.
Design targeted coaching, refresher and remedial interventions for identified performance gaps.
Monitor post-training performance and demonstrate measurable improvement from learning interventions.
Reporting & Stakeholder Management
Prepare training plans, progress reports and performance insights for management and the GP client.
Track training attendance, completion, assessment results and intervention effectiveness.
Collaborate with Operations, Quality, HR, Team Leaders and client stakeholders to align learning priorities with business needs.
Key Performance Indicators (KPIs)
Training plan adherence and completion rate
New-hire training effectiveness and assessment performance
Refresher/remedial training effectiveness
Improvement in CE, empathy, FCR and CSAT/DSAT indicators
Coaching effectiveness and post-training performance improvement
Quality and timeliness of training content and job aids
Training reporting accuracy and timeliness
Management and client stakeholder satisfaction