Training Manager

Hi Everyone

Greetings From Shiningstars

Location: Gurgaon (Work from Office)

Working Days: 6 Days

BPOExperience: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

Call Pankaj @ 8528082270