Training Manager - BPO

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Industry Experience -

Location:

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Job Summary:

The Training Manager will spearhead the development and execution of comprehensive training programs tailored for a dynamic BPO environment. This role is critical in ensuring seamless onboarding, skill development, and performance readiness of both new hires and tenured employees. With a strong emphasis on enhancing early-stage (0–90 day) employee performance, the manager will collaborate closely with cross-functional teams to drive training effectiveness, uphold compliance standards, and support overall business and client success through continuous learning and operational excellence.

Key Responsibilities:

• Own end-to-end training execution and drive excellence in all external and internal training metrics.
• Analyze early lifecycle (0–90 days) agent performance and execute targeted improvement plans.
• Collaborate with Operations, Quality, and other departments to deliver training outcomes as per the defined SOW.
• Build and maintain a structured framework for

  TNI (Training Needs Identification)

  , refresher sessions, and ongoing capability development.
• Design and implement process controls to reduce errors, escalations, and compliance risks.
• Lead, coach, and inspire a team of trainers to achieve delivery goals and professional development milestones.
• Conduct in-depth performance trend analysis and root cause investigations; implement corrective actions based on data insights.
• Manage and update training content, SOPs, and knowledge repositories to reflect latest business changes and client updates.
• Establish robust governance on compliance, data security, and risk management across training programs.
• Monitor training effectiveness through feedback, assessments, and post-training performance metrics.
• Drive a culture of continuous learning, upskilling, and process innovation within the training function.

Required Skills & Competencies:

Training & Delivery Expertise

• Proven experience in managing end-to-end training in a BPO/Contact Center environment.
• Strong knowledge of training tools, instructional design, adult learning principles, and digital learning platforms.

Industry Knowledge

• In-depth understanding of Voice and Non-Voice BPO operations, including key functions such as customer service, collections, sales, and technical support across diverse industry verticals.
• Strong grasp of BPO performance drivers, including client SLAs, KPIs, quality scorecards, and compliance benchmarks. Experienced in process audits, root cause analysis, and implementing call quality assurance frameworks to ensure consistent service excellence.

Client Management

• Excellent client-facing and relationship management skills; experience in presenting training outcomes and improvement strategies to external stakeholders.
• Ability to build trust and credibility with clients through effective communication, problem-solving, and timely reporting.

Analytical & Operational Skills

• Strong data analysis and reporting skills (Excel, dashboards, RCA tools).
• Ability to translate data into actionable insights to improve training outcomes.

People & Leadership Skills

• Experience in leading training teams, performance coaching, and stakeholder management.
• Strong interpersonal skills with a collaborative and proactive mindset.

Communication

• Excellent verbal, written, and presentation skills with the ability to engage diverse audiences.

Process & Compliance

• Understanding of compliance, data privacy, and risk governance in BPO operations.
• Experience in handling internal/external audits related to training and quality.

poornima.r@genisys-group.com