Job Summary
The Training Manager is responsible for designing, implementing, and managing training programs that enhance employee performance and support business objectives. This role ensures that all new hires and existing employees are equipped with the necessary skills, product knowledge, and competencies to deliver excellent customer service in a BPO environment.
Key Responsibilities
- Lead the development and execution of training programs for new hires (New Hire Training) and existing employees (Refresher/Up-skill Training)
- Manage and oversee a team of trainers, ensuring high-quality delivery and consistent training standards
- Collaborate with Operations, Quality Assurance, and other departments to identify training needs and performance gaps
- Design training modules, materials, and assessments aligned with client requirements and company goals
- Monitor training effectiveness through evaluations, assessments, and performance metrics
- Ensure alignment of training content with process updates, product changes, and client expectations
- Conduct Train-the-Trainer (TTT) sessions and continuous trainer development programs
- Analyze training data and performance trends to recommend improvements
- Drive initiatives to enhance employee engagement, retention, and performance through learning solutions
- Ensure compliance with company policies, client requirements, and industry standards
Qualifications
- Bachelor's degree in Business, Education, Psychology, or related field
- Minimum of 3–5 years experience in training within a BPO/call center environment
- At least 1–2 years in a leadership or managerial role
- Strong background in instructional design, facilitation, and coaching
- Experience handling voice, chat, and/or email support training
Skills & Competencies
- Strong leadership and people management skills
- Excellent communication and presentation abilities
- Knowledge of adult learning principles and instructional design
- Ability to analyze data and generate actionable insights
- Proficiency in training tools, LMS, and reporting systems
- Strong organizational and time management skills
- Adaptability in a fast-paced and dynamic environment
Key Performance Indicators (KPIs)
- Training throughput and completion rates
- New hire performance (speed to proficiency)
- Post-training assessment scores
- Nesting and production performance
- Employee retention and engagement
- Quality and customer satisfaction scores (CSAT)
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