Senior Executive/ Assistant Manager - Learning & Development

• Bachelor/Honors

• 3 to 5 years
• The applicants should have experience in the following business area(s): Software Company

• 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.