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Training-Customer Support Manager, Disney+Hotstar

Apply Now Apply Later Job ID 2d5abce1-ed51-4a64-8baf-c2a74ed76e70 Location Mumbai, India Business Disney+ Hotstar Date posted Dec. 15, 2023

Job Summary:

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

About Disney+ Hotstar:

Hotstar is one of the fastest growing video-on-demand services. Scratch that. We’re Hotstar. The go-to destination for over 100mn active users who seek anything from award-winning English shows and movies to regional content to live sports. Our mission is to revolutionize internet entertainment through smart personalization, and by building a global video platform - talk about taking over the world wide web and the whole wide world. We believe there are only two ways to realize our goals – by daring or daring more.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise with the following business segments: Disney Entertainment, ESPN, Disney Parks, and Experiences and Products. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Novi Digital Entertainment Pvt Ltd, which is part of a business we call Disney+ Hotstar.

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