Training Manager

We are seeking an experienced Training Manager to lead and develop training teams across multiple BPO processes, including voice and non-voice Sales & Customer Service. The role involves designing, delivering, and monitoring training programs to ensure agents and trainers are well-equipped to achieve performance targets.

Roles and Responsibilities

• Manage and lead a team of trainers, Lead Trainers, and AM Training across multiple BPO processes
• Design, develop, and deliver comprehensive training programs covering process, product knowledge, and soft skills
• Conduct Training Need Identification (TNI) and Training Need Analysis (TNA) to improve agent and team productivity
• Monitor and evaluate training effectiveness, ensuring agents are production-ready
• Collaborate with Operations and Quality teams to enhance performance metrics and achieve business goals
• Drive refresher trainings, coaching sessions, and upskilling initiatives for trainers and agents
• Maintain and analyze training data, reports, and dashboards for management and client reviews
• Handle client interactions related to training performance, audits, and improvement plans

Preferred Candidate Profile

• Strong experience in BPO training for Customer Service and Sales processes
• Proven ability to manage and lead training teams
• Excellent communication, presentation, and leadership skills
• Proficiency in MS Office and LMS platforms
• Analytical mindset with the ability to track, measure, and improve training outcomes