Manager Training - International Process || 14 LPA || Noida ||

Job Title: Manager - Training (International Process)

Noida Sec 60

Contact Person: HR Sharan - 9266364422

NOTE : "1+ years of on Paper Manager/ 3+ Years of DM- Training to apply & ONLY International BPO Process training exp required. "

~~Domestic Exp will not be entertained~~

Key Responsibilities:

1. Training Strategy Development:

• Design and implement training programs tailored for International Voice Process teams (Inbound/Outbound).

• Develop training calendars, modules, and content that align with the company's objectives, process requirements, and client needs.

• Customize programs based on regional needs and cultural considerations for different international markets.

2. Team Leadership:

• Lead and mentor a team of trainers, ensuring effective training delivery and continuous development.
• Regularly assess the performance of trainers and provide feedback, coaching, and support.
• Conduct regular team meetings to review training effectiveness, discuss challenges, and strategize improvements.

3. Training Delivery and Facilitation:

• Oversee the delivery of training programs for New Hires Process Training as well as ongoing skill enhancement programs

  .
• Ensure all t

  rainees gain proficiency in communication skills, product knowledge, customer service standards, and compliance regulations.

• Provide hands-on support and coaching during training sessions, ensuring all trainees meet performance metrics (e.g., First Call Resolution, Average Handle Time, Customer Satisfaction).

4. Performance Monitoring & Analytics:

• Analyze training effectiveness through feedback, assessments, and performance data.
• Identify training gaps and take corrective actions to improve team performance.
• Ensure KPIs and quality standards are met post-training, and provide targeted interventions where necessary.

5. Stakeholder Engagement:

• Collaborate with Operations and HR teams to understand training needs and align programs accordingly.
• Liaise with clients to gather feedback and refine training programs to meet specific international requirements and goals.
• Present training reports and performance metrics to senior management.

6. Continuous Improvement:

• Stay up-to-date with industry best practices, technological advancements, and market trends relevant to the international voice process.

• Implement innovative learning methodologies (e.g., e-learning, blended learning) to enhance employee engagement and learning outcomes.

• Drive a culture of continuous learning within the organization, ensuring that training remains relevant and effective.

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Qualifications & Skills:

• Bachelor's degree in any discipline
• Experience:

• 8+ years of experience in a process training role in an international BPO environment, with at least 2 years in a managerial role.

• Proven track record in managing and delivering training programs for voice processes, preferably in multiple international markets (e.g., US, UK, Australia, etc.).

• Experience in handling a large team of trainers and managing training budgets.

• Strong leadership, coaching, and team management skills.
• Excellent communication and interpersonal skills, with the ability to engage with international stakeholders.
• In-depth knowledge of voice process metrics, customer service standards, and performance management.
• Ability to work under pressure, adapt to change, and manage multiple priorities.

• Familiarity with different adult learning theories and training methodologies.

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NO Cabs / NO Accomodation

5 Days from office only (No Hybrid / WFH)

US Rotational Shifts

10 hrs shift