Training Manager
TP Systems · Hyderabad · onsite · Posted 44d ago
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About this role
Job Title: Assistant Manager - Training
Location: Hyderabad
Salary: 8 - 10 LPA
Shift: Rotational Shifts
Experience: 2+ Years in International Customer Support Training
Job Description
We are looking for an experienced Assistant Manager - Training to lead and drive learning initiatives for an international customer support process. The role requires strong expertise in training delivery, stakeholder management, performance improvement, and team development.
Key Responsibilities
- Design, develop, and deliver training programs for new hires and existing employees.
- Conduct induction, process, product, communication, and refresher training sessions.
- Evaluate training effectiveness through assessments, audits, and performance metrics.
- Collaborate with Operations, Quality, and HR teams to identify training needs and performance gaps.
- Prepare training reports, dashboards, and performance analysis.
- Drive continuous improvement initiatives to enhance customer experience and business performance.
- Mentor trainers and provide coaching to improve training quality and delivery standards.
- Ensure adherence to client requirements, SLAs, and organizational policies.
Required Skills
- Minimum 2+ years of experience in Training within an International Customer Support/BPO environment.
- Strong facilitation, presentation, and communication skills.
- Experience in training need analysis, content development, and performance management.
- Good understanding of customer service metrics, quality frameworks, and process improvement.
- Proficiency in MS Excel, PowerPoint, and reporting tools.
- Ability to work in a fast-paced environment and manage multiple stakeholders.
Qualification
- Graduate in any discipline.
- Certification in Training & Development is an added advantage.
Preferred Candidate Profile
- Experience handling voice and/or customer support processes.
- Strong people management and coaching skills.
- Flexible to work in rotational shifts.
CTC: 8 - 10 LPA
Work Location: Hyderabad
Industry: BPO / Customer Support / International Process
For more information reach out to HR - Neha
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