Training Manager

Company: Globiva

Location: Gurgaon (Work from Office)

Working Days: 6 Days

Job Title:

Training Manager BPO

Experience:

7-12 Years (Training + Team Handling)

Key Responsibilities:

• Manage and lead a team of trainers, Lead Trainers and AM Training across multiple BPO processes (Voice/Non-Voice Sales & Customer Service).
• Design, develop, and deliver training programs covering process, product, and soft skills.
• Conduct Training Need Identification (TNI) and Training Need Analysis (TNA) to improve performance and productivity.
• Monitor and evaluate training effectiveness, ensuring agents are production-ready.
• Collaborate closely with Operations and Quality teams to enhance performance metrics.
• Drive refresher trainings, coaching, 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.

Required Skills:

• Strong background in BPO training (Customer Service and Sales).
• Proven experience in team handling (training executives/trainers).
• Excellent communication, presentation, and leadership skills.
• Proficiency in MS Office and LMS platforms.
• Analytical mindset with ability to track and improve training outcomes.

Qualification:

Graduate

Why Globiva:

• Opportunity to lead and build end-to-end training functions across multiple BPO verticals.
• Work with diverse clients and fast-paced processes.
• Dynamic, growth-oriented, and performance-driven culture.

Contact Person

HR Supriya-9289327281