Learning Delivery Manager

Job Description of Training Manager
Job Summary:
We are seeking an experienced and dynamic Training Manager with a strong background in BPO operations to lead and manage our training department. The ideal candidate will design, implement, and manage training programs that enhance employee performance, ensure compliance, and support business objectives. This role requires expertise in curriculum development, facilitation, and managing trainers and training processes across multiple projects.

Key Responsibilities:

• Training Strategy & Execution:
• Develop and execute training strategies aligned with business goals.
• Design and deliver training programs (e.g., new hire onboarding, soft skills, process-specific training, upskilling, compliance).
• Identify performance gaps and training needs through job analysis, employee feedback, and performance metrics.
• Team Management:
• Lead, coach, and develop a team of trainers and instructional designers.
• Schedule and manage training sessions across shifts and geographies (if applicable).
• Ensure trainers are up to date with process knowledge and facilitation techniques.
• Curriculum Development:
• Create and continuously update training content and materials, including SOPs, manuals, e-learning modules, assessments, and simulations.
• Collaborate with operations, quality, and client teams to align training with business requirements.
• Performance Monitoring & Reporting:
• Track training effectiveness through post-training evaluations, feedback, and performance KPIs.
• Analyze data to measure the ROI of training initiatives and present findings to senior management.
• Client & Stakeholder Interaction:
• Liaise with clients and internal stakeholders to understand process changes and implement updates in training.
• Attend client calls to report on training performance and updates.

Qualifications:

• Bachelors degree in any discipline; a degree in HR, Education, or Business is a plus.
• Minimum 5-8 years of experience in training within a BPO environment, with at least 2 years in a managerial role.
• Experience in both voice and non-voice processes (preferred).
• Strong understanding of BPO metrics, SLAs, and quality assurance.