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Training-Customer Support Manager, Disney+Hotstar

申請 稍後繼續申請 Job ID 2d5abce1-ed51-4a64-8baf-c2a74ed76e70 職位地點 Mumbai, 印度 有意工作的公司 Disney+ Hotstar 張貼日期 2023/12/15

工作概要:

Job Summary: The role is Responsible for the development, administration, and coordination of Customer Service (CS) New hire training, refreshers for existing CS team, and other continuous learning programs. Responsible for collaboration with various internal & external stakeholders to create and execute outstanding product and soft skill training for internal teams and Train the Trainers (TTT) programs for our partners in various regions. Be the PIC to drive the team’s Learning programs and build a strong service culture within the Customer Service team. Be the advocate of Disney+ Hotstar values and standards for self and team.

About the team Vital part of the Disney+ Hotstar support team which drives customer experience and operations across diverse markets. The team is passionate about making lives easier for internal and external customers with effective training, content creation, and delivery, contributing to operational tasks, improvements, and automation

Reporting To – Senior Manager-Customer Support

Key Responsibilities

  • Develop and coordinate training programs (online, offline, and coaching) and content plans for various target groups (CS New Hire, Existing CS team training, TTT for Partners)
  • Conduct Train the Trainer courses on product knowledge, process, and systems etc·
  • Develop the training plans for soft skills and communications skills (across various lines of service, chats, social media, and calls) and targeted training on delivering quality metrics on Customer Support
  • Involve coaching teams across multiple Geographies and Cultures to localize training
  • Conduct periodic training Needs Analysis and develop programs to improve existing CS service levels
  • Coordinate training calendar, participation, certification process, etc.

Skills & Attributes for Success

  • Deep understanding of adult learning concepts and techniques
  • Understanding of contact center technology, processes, and operations
  • Strong training /accreditation program design experience
  • Advanced presentation, interpersonal, time management, and organizational skills
  • Proficiency in using Microsoft products such as Excel, PowerPoint, and Word
  • Customer-centric and attention to detail
  • Ability to work both independently and in a team environment

Preferred Education & Experience

  • Graduation from a reputable institution is required, and having a PGDBM/MBA degree would be advantageous.
  • 3+ years of proven track record in designing and developing training materials
  • Exposure to CRM systems (e.g.: Salesforce, Freshdesk or others), Training content creation tools / LMS,  Live chat and digital servicing channels will be an added advantage
About Us-Disney+ Hotstar is India’s leading streaming platform that has changed the way Indians watch their entertainment - from their favourite TV shows and movies to sporting extravaganzas. With the widest range of content in India, Disney+ Hotstar offers more than 100,000 hours of TV Shows and Movies in 18 languages and coverage of major global sporting events. As a mission-driven organization with a relentless focus on our users, we are dedicated to attracting and retaining world-class talent to drive our success. Disney Star prides itself on being an Equal Opportunity Employer. We hire, train, promote, and compensate employees based on individual competence and potential without regard for race, color, religion, sex, sexual orientation, national origin, citizenship, age, marital status, or non-job-related disability, as well as all other classifications protected by applicable laws.

Why Join Us-
No Dress Code, Unlimited Leaves, Diverse & Inclusive Culture and Fun Life Balance

Links -

#Non-tech


關於 Disney+ Hotstar:

Hotstar 是增長最快的影片點播服務之一。算了。我們是 Hotstar,是超過 1 億活躍用戶搜尋獲獎英語節目與電影以至區域性現場體育節目的首選工具。我們的使命是透過智能個性化以及建立一個全球影片平台——以掌控萬維網以至全球,實現互聯網娛樂的革命性變革。我們認為,只有兩種方法可以實現我們的目標——大膽或更大膽

關於 The Walt Disney Company:

The Walt Disney Company 連同其子公司和聯營公司,是領先的多元化國際家庭娛樂和媒體企業,業務遍及以下範疇:Disney Entertainment、ESPN、Disney Parks 及 Experiences and Products。Disney 在 1920 年代的起步之初,只是一間卡通工作室,至今已成為娛樂界的翹楚,並昂然堅守傳承,繼續為家庭中每位成員創造世界一流的故事與體驗。Disney 的故事、人物與體驗傳遍世界每個角落,深入人心。我們在 40 多個國家/地區營運業務,僱員及演藝人員攜手協力,創造全球和當地人們都珍愛的娛樂體驗。

這個職位隸屬於 Novi Digital Entertainment Pvt Ltd, 其所屬的業務部門是 Disney+ Hotstar

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