Training Manager - Domestic Telecom Process

Training Manager

end-to-end training delivery

Key Responsibilities

Training Delivery & Training Operations Telecom Process

• Manage complete

  Training Delivery

  for the

  Domestic Telecom Inbound Customer Service

  process.
• Conduct

  New Hire Training (NHT)

  ,

  Product Training

  ,

  Process Training

  , and

  Refresher Training

  .
• Deliver

  Voice & Accent (V&A)

  ,

  Soft Skills

  ,

  Customer Handling Skills

  ,

  Objection Handling

  , and

  Call Etiquette

  training.
• Ensure

  classroom training, OJT, nesting management

  , and training assessments are completed for all batches.
• Create high-quality

  training modules, training content, SOPs, scripts

  , and process documents for telecom customer service.

Performance Management & Quality Improvement

• Identify performance gaps through

  call audits, RCA, coaching

  , and calibration.
• Closely work with

  Operations, Quality, and WFM

  to improve

  AHT, CSAT, NPS, FCR, Quality Scores

  , and call resolution.
• Run

  refresher programs, skill enhancement workshops

  , and

  continuous learning interventions

  .

Trainer Management & Stakeholder Coordination

• Lead a team of

  Process Trainers, Floor Trainers, and OJT Coaches

  .
• Conduct

  train-the-trainer (TTT)

  programs to enhance training capability.
• Manage daily training schedules, attendance, batch planning, assessments, and reporting.
  
• Collaborate with

  Client Training Teams

  for updates, calibrations, TNI (Training Need Identification), and process alignments.

Reporting & Training Analytics

• Prepare detailed

  Training MIS, TNI reports, Batch Performance Reports

  , nesting results, and certification scores.
• Provide data-driven insights to Operations for

  attrition control, performance improvement, and customer satisfaction improvement

  .

Desired Candidate Profile

• 612 years of experience in

  Domestic BPO Training, Telecom Customer Service Training, Call Center Training, BPO Trainer Roles

  .
• Must have experience in

  training delivery

  for

  Domestic Voice / Telecom Customer Care

  processes.
• Strong expertise in

  NHT, V&A, Soft Skills Training, Process Training, Training Operations

  , and

  Content Development

  .
• Strong knowledge of

  AHT, CSAT, FCR, NPS, Call Quality, Call Flow, Customer Interaction Skills

  .
• Excellent communication, classroom management, stakeholder coordination, and presentation skills.
  
• Experience handling

  high-batch volumes

  and

  large-scale telecom customer service training

  .