Lead - Training & Content

We are seeking 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 possess a strong background in vendor governance, training delivery, content creation, and soft skills coaching. A deep passion for developing people and enabling high-performance teams is crucial for this role. We are looking for a collaborative, proactive individual who excels at communication, demonstrates integrity, and thrives in a dynamic setting. The Training Lead will be responsible for designing and implementing comprehensive training modules, managing vendor relationships, and ensuring the effectiveness of training programs. Key responsibilities include designing and delivering training programs, managing vendor partnerships, developing training content, overseeing training batch management, evaluating performance, collaborating with stakeholders, facilitating soft skills sessions, and maintaining reporting and documentation standards. Qualifications for this role include a graduate degree in any field, certifications in Training & Development + Soft Skills Facilitation, 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, and exposure to AI-driven training tools. The ideal candidate should have 5-7+ years of experience in a Customer Experience / BPO / E-Commerce training function, proficiency in Microsoft Office Suite especially PowerPoint, Excel, and Word, exceptional verbal and written communication skills in English and Hindi, ability to manage external training vendors, strong presentation and facilitation skills, expertise in training delivery, batch handling, and content creation, self-driven with a strong work ethic and can-do attitude, and upholds teamwork, honesty, and integrity in all professional interactions.,