Training Manager

Requirements

Training Manager

10 years of experience

BPO training, cross-sell programs, and sales enablement

cross-sell turbo initiatives

Key Responsibilities

Training Strategy & Execution

• Design, implement, and manage cross-sell turbo training modules for new hires and existing employees across BPO operations.
• Develop training content tailored to financial products, customer engagement, and cross-selling techniques.
• Align training objectives with business KPIs to ensure performance-linked outcomes.
• Monitor the effectiveness of training through assessments, performance dashboards, and feedback loops.
  

Team Management & Leadership

• Lead, coach, and mentor a team of trainers to deliver high-quality training sessions.
• Build career development roadmaps for trainers and create succession pipelines.
• Provide constructive feedback and upskilling sessions to ensure trainer effectiveness.
  

Performance & Quality Enablement

• Drive performance improvement initiatives by creating coaching plans for underperforming agents.
• Collaborate with operations, quality, and business teams to identify training needs and skill gaps.
• Ensure smooth execution of onboarding, refresher, and product update training programs.
• Use analytics and reports to track first-month performance, certification success, and cross-sell targets.
  

Stakeholder Collaboration

• Partner with business leaders to align training plans with organizational growth strategies.
• Work with quality teams to develop rebuttals, case studies, and best practices that address customer objections.
• Collaborate with operations to schedule training calendars in line with business priorities and volume requirements.
  

Governance & Compliance

• Ensure training programs comply with BPO industry standards and client requirements.
• Maintain accurate training records, certification logs, and performance reports.
• Conduct periodic audits of training delivery to ensure adherence to company guidelines.
  

Qualifications & Skills

• Bachelor's degree in Business, HR, or a related field (MBA preferred).
• 10+ years of experience in BPO training, cross-sell programs, and sales enablement, with at least 4+ years in a managerial role.
• Strong expertise in cross-sell and up-sell training methodologies within customer-facing environments.
• Excellent communication, facilitation, and people management skills.
• Hands-on experience in curriculum design, content creation, and training delivery.
• Data-driven mindset with the ability to link training effectiveness to business performance.
• Strong stakeholder management and ability to work in a fast-paced, dynamic environment