Manager - Learning & Development

• Candidates should have relevant experience in a Software Company or a similar business environment.

Additional Requirements

• Age between 25 and 40 years.

Professional Experience

• 3–5 years of relevant experience in Contact Center, BPO, or customer experience operations.
• Minimum 2 years of experience in Learning & Development, Training, Quality, Content Development, or a related function.
• Practical experience in Live Chat, Email, Social Media, or other digital customer service operations will be preferred.
• Experience in client-facing BPO operations will be considered an added advantage.

Functional & Technical Competencies

• Excellent written communication skills in both English and Bengali; writing proficiency may be evaluated during the selection process.
• Strong knowledge of digital customer service standards, professional tone, courtesy, and chat etiquette.
• Competence in training needs analysis, learning content development, facilitation, and coaching.
• Ability to analyze quality and operational performance data and translate insights into effective learning initiatives.
• Proficiency in MS Excel, Word, and PowerPoint.
• Strong skills in reporting, documentation, and professional presentation.

Behavioral Competencies

• Leadership & People Development
• Customer Focus
• Effective Communication
• Coaching & Mentoring
• Analytical & Critical Thinking
• Problem Solving
• Stakeholder Management
• Planning & Organization
• Adaptability
• Proactive Approach
• Team Collaboration
• Results Orientation

Role Expectations

• The successful candidate should demonstrate a strong combination of L&D expertise, operational knowledge, customer experience management, data analysis, and stakeholder management skills.
• The role will be responsible for identifying the root causes of performance gaps, selecting appropriate learning solutions, delivering effective training and coaching, and demonstrating measurable improvements in agent performance and customer experience.

The Manager – Learning & Development (L&D) will be responsible for leading the design, delivery, and continuous enhancement of learning programs for Live Chat and digital customer service operations. The role will focus on strengthening agents’ capabilities in written communication, customer handling, digital etiquette, empathy, and overall customer experience. The position will also work closely with Operations and Quality teams to identify performance gaps and translate them into measurable learning outcomes.

Key Responsibilities

Training & Facilitation

• Develop and conduct onboarding, process, communication, refresher, and remedial training programs for Live Chat agents.
• Enhance agents’ ability to communicate clearly, accurately, professionally, and courteously in both English and Bengali.
• Conduct practical training activities, including role plays, simulations, assessments, and knowledge checks.
• Ensure training programs are aligned with operational requirements and client expectations.

Digital Customer Experience

• Train agents on digital customer service standards, chat etiquette, tone, empathy, and customer-focused communication.
• Coach agents on managing waiting times, using appropriate hold messages, and de-escalating difficult or dissatisfied customers through written communication.
• Integrate customer experience principles into everyday Live Chat interactions.

Content & Learning Solutions

• Develop and regularly update bilingual training materials, facilitator guides, assessments, and job aids.
• Create and maintain a standardized response library covering greetings, hold messages, 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

• Work closely with Quality and Operations teams to analyze CE, empathy, FCR, CSAT, and DSAT performance results.
• Review chat transcripts to identify recurring communication, process, and behavioral gaps.
• Develop targeted coaching, refresher, and remedial training interventions based on identified performance issues.
• Monitor post-training performance and evaluate the measurable impact of learning interventions.

Reporting & Stakeholder Management

• Prepare training plans, progress reports, and performance insights for management and the GP client.
• Monitor training attendance, completion rates, assessment results, and intervention effectiveness.
• Collaborate with Operations, Quality, HR, Team Leaders, and client stakeholders to align learning priorities with business objectives.

Key Performance Indicators (KPIs)

• Adherence to training plans and completion rates
• New-hire training effectiveness and assessment performance
• Effectiveness of refresher and remedial training programs
• Improvement in CE, empathy, FCR, CSAT, and DSAT performance indicators
• Coaching effectiveness and post-training performance improvement
• Quality, accuracy, and timeliness of training materials and job aids
• Accuracy and timely submission of training reports
• Management and client stakeholder satisfaction