Training Manager

Job Title:

Training Department

Location

Type

Key Responsibilities

• Design, develop, and deliver onboarding, new hire, and refresher training programs for customer support executives.

• Collaborate with stakeholders to align training content with business and process changes.

• Monitor training effectiveness using feedback, assessments, and performance metrics.

• Implement digital learning tools, simulations, and role-plays to enhance engagement.

• Collaborate with internal teams and stakeholders to ensure alignment on processes, seller support, and issue resolution.

• Facilitate regular coaching, refresher sessions, and skill enhancement workshops.

• Maintain high levels of team engagement, motivation, and discipline within training cohorts.

• Manage training dashboards, track key performance indicators (KPIs), and generate reports using Microsoft Excel.

• Continuously assess training effectiveness and recommend improvements to drive better performance outcomes.

• Contribute to continuous improvement of the training function through innovation in content, technology, and methodology.

• Partner with regional leadership teams to assess and fulfill training needs for first-line managers.

• Manage training assets efficiently, including training rooms, projectors, and other materials.

• Plan training programs and calendars in coordination with operations teams to ensure high-quality manpower is available on time.

• Suggest suitable modifications to training content for the corporate training team when necessary.

• MS Office knowledge (Excel knowledge, PPTs skills etc.,) •

BQ Management • TNI and TNA

• Certifications related to training will be an added advantage

Desired Candidate Profile:

• Graduate in any discipline (10+2+3 education pattern).

• Minimum 56 years of hardcore BPO sector

• At least 1 year of experience as an Assistant Manager-Training (preferably in BPO, e-commerce, or sales-driven environments).

• Strong proficiency in MS Excel; capable of handling reports, dashboards, and data-driven analysis.

• Excellent communication skills in Hindi and English (both verbal and written).

• Strong interpersonal and coaching skills with the ability to engage and influence teams.

• Proven ability to drive performance and meet targets through training interventions.

• E-commerce domain experience will be considered an added advantage