Training Manager

Training Manager

Job Title: Training Manager

Department: Admissions & Sales

Reports To: Head Admissions & Sales / Director Admissions

Role Overview:

Key Responsibilities

1. Training Program Development

Develop structured induction & refresher training modules for new and existing Member.

Prepare training content (scripts, objection handling guides, pitch decks, FAQs, competitive analysis, etc.)

Conduct product orientation sessions for new program launches.

2. Performance-Based Training

Identify performance gaps using CRM, call audits, and feedback from team leads.

Design capability-building training to increase form filling, lead conversion & admission ratios.

Conduct role-plays, mock calls & objection handling sessions.

3. Process Improvement

Standardize counselling scripts, email templates, WhatsApp replies, FAQs, etc.

Monitor adherence to counselling process flow & documentation norms.

4. Monitoring & Evaluation

Conduct weekly/monthly assessments, certification tests, and skill audits.

Maintain training MIS participation, performance scores, pre/post-training analysis.

Tools & System Training

Train team on CRM usage, lead management, follow-up structure & tracking reports.

Help implement automation / calling tools with the IT & CRM team.

5. Cross-Functional Coordination

Work closely with Marketing, Outreach & Program Office to ensure updated academic & campaign information.

Share admission challenges/trends with management & suggest solutions.

6. Team Capability Building

Build leadership capability among Senior Counsellors & Team Leads.

Conduct motivational and soft-skills sessions (communication, etiquette, time management, etc.)

7. Quality & Compliance

Conduct call audits and ensure counselling ethics, no false commitments, & proper documentation.

Ensure counselling is aligned with regulatory and institutional policy guidelines.

Key Result Areas (KRA)

Measurement Criteria

1. Training Completion & Attendance
2. 100% coverage of new joiners within 7 days of onboarding
3. Improvement in Conversion Ratio
4. Minimum

   1520% improvement

   in lead-to-admission conversion post training

5. Call Quality Score -

   Average quality score of

   85%+

   across counsellors

6. Reduction in Errors / Refund Cases-

   30% reduction in admission-related errors/miscommunication issues

7. Training Calendar Execution -

   Monthly training plan execution with 100% completion

8. Post-Training Assessment Score-

   80%+ average score in assessments (tests/roleplays/call audits)

9. CRM Utilization by Counsellors -

   95%+ compliance in lead update, follow-up remarks, status closure

10. Counsellor Retention & Capability-

    Reduction in training-related dependency & faster ramp-up cycle

11. Feedback Score-

    Minimum 4/5 satisfaction rating from trainees & reporting managers

12. Process Standardization-

    Creation/updation of counselling scripts, objection sheets, FAQs etc. every quarter

9354909512 or 89294 46448 or pankhuri@gist.org.in / shivam@gist.org.in