Training Manager (International Voice Process)

Company - Tech Mahindra

Location- Yerwada pune

Canadian shift

Rotational shift. Rotational off.

Cab pick-up and drop according to travel boundary.

Key Responsibilities

Training Strategy & Delivery

• Design, implement, and continuously improve training programs aligned with business objectives and client requirements.
• Lead end-to-end New Hire Training (NHT) across all assigned programs.
• Drive floor training interventions based on Training Needs Identification (TNI) and performance trends.

Learning Effectiveness & Performance Management

• Monitor and enhance post-training effectiveness through data-driven interventions.
• Develop measurement frameworks to assess knowledge retention, learner performance, and business impact.

Knowledge Management & Governance

• Own the Knowledge Management ecosystem, including Process Knowledge Tests (PKTs), assessments, certifications, and knowledge validation mechanisms.

Team Leadership & Capability Building

• Lead, mentor, and develop a team of trainers and training leaders.
• Conduct regular coaching sessions, performance reviews, and capability development programs.

Stakeholder & Client Management

• Act as the primary training representative in internal and client-facing forums.
• Collaborate with Operations, Quality, Workforce Management, and Client stakeholders to align training priorities.

Reporting & Analytics

• Develop and publish training dashboards, scorecards, and performance reports.

Continuous Improvement & Organizational Initiatives

• Drive Six Sigma, Lean, and process improvement initiatives focused on capability enhancement, operational efficiency, and cost optimization.

Qualifications

Educational Requirements

• Graduate in any discipline.
• Certification in Learning & Development, Instructional Design, Training Management, or related fields preferred.

Experience Requirements

• Minimum 6 years of relevant training experience.
• At least 3 years of experience leading training teams within BPO, Contact Center, Telecommunications, or Customer Service environments.

Leadership & Behavioral Competencies

• Excellent communication, presentation, and facilitation skills.
• Exceptional coaching, mentoring, and people management skills.

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