Senior Executive/ Assistant Manager - Learning & Development

Company Name: Genex Infosys PLC.

Location: Dhaka

Job Type: Full-Time

Workplace Type: Full-time

Job ID: IJOB202669416

Position Summary The Senior Executive/ Assistant 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.

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.

Requirements

• Experience: 3-5 years
• Education: bachelor of arts
• Skills: staff training and development, training & development, customer service training, call center development, staff training, contact center management

Last Date of Application: 28 October 2026