Manager – Learning & Development

Job Description

Title: Manager – Learning & Development

Company Name: Genex Infosys PLC.

Vacancy: 1

Age: Na

Job Location: Dhaka

Salary: Tk. 40000 - 65000 (Monthly)

Experience: --

Published: 2026-08-31

Application Deadline: 2026-09-30

Education:

Requirements: --

Skills Required:

Additional Requirements:

Responsibilities & Context:

1. Position Summary

The 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.

2. 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.

3. 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