Assistant Manager – Training & Customer Support – Siliguri, India

Are you looking for assistant manager jobs in Siliguri within customer support training operations? Fusion CX is hiring an Assistant Manager – Training & Customer Support for a work-from-office role in Siliguri. This position is designed for experienced training leaders who can manage new-hire batches, training delivery, and throughput while driving learning effectiveness, trainer performance, and continuous improvement across assigned customer support processes.

Job Description:

About the Role
As an Assistant Manager – Training & Customer Support, you will oversee end-to-end training operations for assigned processes. You will be responsible for managing new-hire training batches, achieving training throughput targets, reviewing trainer performance, and ensuring learning programs are effective, measurable, and aligned with operational requirements. This role requires strong collaboration with trainers, operations teams, and leadership in a structured, office-based environment.

Key Responsibilities

• Manage new-hire training batches across assigned customer support processes

• Manage training deliverables and ensure adherence to defined timelines and standards

• Achieve training throughput targets for assigned processes

• Design and deliver engaging learning experiences that enable learners to achieve defined learning outcomes

• Collect and analyze feedback from completed training programs to evaluate effectiveness and implement improvements

• Review trainer performance and provide constructive, actionable feedback

• Develop and maintain schedules to assess training needs on a regular basis

• Collaborate with trainers, managers, and leadership to align training initiatives with business requirements

• Track, compile, and analyze training data and performance metrics

• Conceptualize, create, test, and review training materials and learning content

• Communicate training and refresher requirements based on TNI and BQM findings

• Create and implement training strategies, initiatives, and learning materials

• Maintain a structured database of all training materials and documentation

• Provide improvement ideas and recommendations to stakeholders based on training observations

• Manage and maintain process-specific PKT documentation

• Responsibilities may evolve based on business requirements

Job Requirements:

Education

• Graduation from a recognized institution

Skills & Competencies

• Excellent communication and presentation skills

• Team management experience within training or operations environments

• Ability to present training performance and insights in WBR and MBR forums

• Strong ability to articulate complex topics clearly and effectively

• Analytical skills with the ability to interpret data and training outcomes

• Root Cause Analysis (RCA) knowledge

• Good working knowledge of MS Excel and PowerPoint

Work Mode

• Work From Office (WFO)

• Siliguri, India

Why Join Fusion CX?

At Fusion CX, training leadership plays a critical role in shaping operational excellence and workforce readiness. As an Assistant Manager – Training & Customer Support in Siliguri, you will work in a structured, performance-driven environment where learning outcomes, throughput, and quality standards matter. This role offers hands-on ownership of training programs, direct collaboration with operations and leadership teams, and the opportunity to influence how customer support talent is developed at scale. Fusion CX provides a professional setting for leaders who value accountability, continuous improvement, and long-term career growth in training and operations management.