Training Manager

Location

Job Summary:

Training Manager

Key Responsibilities

• Design, develop, and deliver training programs for voice and non-voice telecom BPO processes.
• Conduct Training Needs Analysis (TNA) in coordination with operations and quality teams.
• Oversee New Hire Training (NHT), Onboarding, and OJT processes.
• Track and evaluate training effectiveness through assessments, certification, and performance metrics.
• Coach and develop trainers and team leads for consistent delivery and performance improvement.
• Create and maintain training materials, SOPs, and product/process documentation.
• Coordinate with clients for process updates, training feedback, and certification.
• Monitor and report key training metrics (attrition during training, certification rate, post-training performance).
• Ensure compliance with regulatory and client-specific training guidelines.
• Drive continuous improvement in training methodology using adult learning principles and feedback.

Key Requirements

• Experience

  : 8 years of experience in BPO training (preferably Telecom domain), with at least 2 years in a managerial or lead trainer role.

• Education

  : Graduate in any stream (Certification in training/L&D is a plus).

• Process Type

  : Telecom / Customer Support / Voice Process preferred.

• Skills

  :
• Strong facilitation, coaching, and communication skills.
• Knowledge of telecom products, billing, customer care, or tech support processes.
• Proficiency in MS Office, LMS tools, and reporting dashboards.
• Experience with quality, compliance, and call calibration.

faraz.anwar@cogenthubcx.ai