Lead - Training & Content

We are looking for an experienced and driven Training Lead to design, deliver, and govern impactful training programs in a fast-paced E-Commerce and BPO customer experience environment. The ideal candidate will bring a strong background in vendor governance, training delivery, content creation, and soft skills coaching will be a plus along with a deep passion for developing people and enabling high-performance teams. This is a critical role for a collaborative, proactive individual who excels at communication, demonstrates integrity, and thrives in a dynamic setting.

About the Role

The Training Lead will be responsible for designing and implementing comprehensive training modules, managing vendor relationships, and ensuring the effectiveness of training programs.

Years of Experience (Minimum & Maximum)

Responsibilities

• Design and Deliver Training Programs:

  Create and implement comprehensive training modules for new hires and tenured employees, with a focus on customer experience, communication, and process excellence.

• Vendor Governance:

  Manage training partnerships with outsourced vendors, monitor delivery quality, and ensure alignment with internal standards and SLAs.

• Content Development:

  Develop high-impact training materials including presentations, handbooks, and e-learning content tailored to business needs.

• Training Batch Management:

  Oversee end-to-end execution of training batches, ensuring timely delivery and measurable outcomes.

• Performance Evaluation:

  Measure training effectiveness using feedback, assessments, and business KPIs; continuously optimize content and delivery approach.

• Stakeholder Collaboration:

  Work closely with operations, quality, process teams to identify training needs and support performance improvement initiatives.

• Soft Skills Facilitation:

  Conduct engaging and interactive soft skills sessions that elevate the team’s ability to manage customer interactions effectively.

• Reporting and Documentation:

  Maintain training records, generate reports, and present updates to leadership as required.

Qualifications

• Graduate in any field
• Certifications in Training & Development + Soft Skills Facilitation (if any).
• Familiarity with Learning Management Systems (LMS) and digital learning tools.
• Experience in performance coaching and e-learning development.
• Understanding of e-commerce customer journeys and service excellence frameworks.
• Exposure to AI driven training tools for training and content created will be an added value.

Required Skills

• 5 - 7+ years of experience in a Customer Experience / BPO / E-Commerce training function.
• Proficiency in Microsoft Office Suite, especially PowerPoint, Excel, and Word – mandatory.
• Exceptional verbal and written communication skills in both English and Hindi.
• Proven ability to manage external training vendors and ensure training compliance.
• Strong presentation and facilitation skills with the ability to engage diverse learner groups.
• Demonstrated expertise in training delivery, batch handling, and content creation.
• Self-driven with a strong work ethic, can-do attitude, and a passion for people development.
• Upholds teamwork, honesty, and integrity in all professional interactions.