Training Lead

Key Responsibilities

Training Delivery & Management

• Lead and manage a team of Trainers and Senior Trainers.
• Oversee the end-to-end onboarding and training process for new hires.
• Ensure timely delivery of induction, process, product, soft skills, and refresher training programs.
• Develop and maintain training schedules aligned with hiring and operational requirements.
• Facilitate classroom and virtual training sessions when required.

Training Effectiveness

• Monitor training quality and effectiveness through batch observations, assessments, nesting performance, and operational KPIs.
• Analyze post-training performance metrics and identify knowledge or skill gaps.
• Drive continuous improvement initiatives to enhance learning outcomes.
• Ensure training content remains updated and aligned with business and client requirements in collaboration with clients and the in-house Content Development team.

Stakeholder Management

• Partner with Operations, Quality Assurance, Workforce Management, and Client teams to understand training needs.
• Participate in client calibration sessions and training reviews.
• Provide regular updates and reports on training performance and readiness.

Team Leadership

• Coach, mentor, and develop trainers to improve facilitation and content development skills.
• Conduct performance reviews and regular feedback sessions.
• Drive employee engagement and retention within the training team.
• Ensure adequate trainer coverage for business requirements.

Content Development

• Design and update training materials, presentations, assessments, job aids where required.
• Ensure training materials comply with client, regulatory, and company standards.

Compliance & Reporting

• Maintain training records, attendance, certifications, and audit documentation.
• Track and report training KPIs, including:
  
• Training Throughput
• Certification Scores
• Nesting Success Rate
• Knowledge Retention Scores
• Speed-to-Proficiency
• Attrition During Training
• Post-Training Quality and Productivity Metrics

Required Qualifications

Education

• Bachelor's degree in any discipline.
• Certification in Training, Facilitation, Learning & Development, or Coaching is preferred.

Experience

• 5-8 years of overall BPO experience.
• Minimum 2-3 years of experience in a Trainer, Senior Trainer, or Training Team Lead role.
• Experience handling international customer service, technical support, or sales.