Training Manager

Job Description

Assistant Manager / Deputy Manager & Manager Training

Industry: Domestic BPO / Customer Service / Contact Center
Location: Hyderabad
Department: Learning & Development / Training
Experience: 58 years in BPO training, with team-handling experience preferred
Designation: Assistant Manager / Deputy Manager & Manager Training

Job Summary

We are looking for a dynamic and result-oriented Training Manager at the Assistant Manager / Deputy Manager level to lead training and development initiatives for our Domestic BPO operations in Hyderabad. The role will be responsible for designing, delivering, and monitoring soft skills, behavioral, communication, customer service, and process training programs to enhance employee performance, customer experience, and operational efficiency.

The ideal candidate should have strong expertise in contact center training, new-hire onboarding, process training, and continuous learning interventions, along with the ability to manage a team of trainers and drive measurable training outcomes.

Key Responsibilities

1. Soft Skills & Behavioral Training

• Design and deliver training programs on communication skills, spoken English/Hindi or relevant regional languages, customer handling, telephone etiquette, active listening, empathy, and professional behavior.
• Conduct behavioral training on attitude, ownership, teamwork, conflict management, stress management, and workplace professionalism.
• Develop customer-centric behavior and service excellence through role-plays, simulations, group activities, and practical exercises.
• Identify behavioral gaps and implement targeted coaching and improvement plans.

2. Process Training & Operational Readiness

• Lead process training for new hires and existing employees across Domestic BPO voice and non-voice processes, as applicable.
• Ensure employees understand process workflows, product or service knowledge, SOPs, systems, quality parameters, compliance requirements, and escalation procedures.
• Coordinate with Operations, Quality, and SMEs to ensure training content reflects current process requirements and business updates.
• Conduct refresher training, process update sessions, and targeted interventions based on operational performance gaps.

3. Training Delivery & Team Management

• Manage, mentor, and develop a team of trainers to ensure consistent training quality and delivery standards.
• Monitor trainer effectiveness through classroom observations, feedback, assessments, and training audits.
• Ensure timely completion of induction, process training, nesting support, and refresher training programs.
• Maintain training calendars, batch schedules, trainer allocation, and training documentation.

4. Training Effectiveness & Performance Management

• Track and analyze training KPIs, including training completion, assessment scores, certification, nesting performance, and training-to-production conversion.
• Partner with Operations and Quality teams to improve key business metrics such as CSAT, quality scores, AHT, FCR, productivity, and customer complaint rates.
• Conduct Training Needs Analysis (TNA) and implement action plans to address performance gaps.
• Prepare and present training dashboards, MIS reports, and periodic performance reviews to management.

5. Stakeholder Management & Continuous Improvement

• Work closely with Operations, Quality, HR, and Compliance teams to align training initiatives with business objectives.
• Standardize training content, assessments, facilitator guides, and training delivery methodologies.
• Drive continuous improvement initiatives to enhance employee engagement, customer experience, and operational readiness.
• Ensure adherence to organizational policies, process guidelines, and compliance standards.

Required Skills & Competencies

• Strong experience in Domestic BPO / Contact Center training.
• Expertise in soft skills, behavioral training, communication skills, and process training.
• Excellent facilitation, presentation, coaching, and mentoring skills.
• Strong understanding of customer service operations and contact center metrics.
• Experience in managing trainers, training batches, and multiple stakeholder requirements.
• Strong analytical, problem-solving, and reporting skills.
• Proficiency in MS Excel, PowerPoint, and training MIS.
• Ability to work in a fast-paced environment and manage multiple training priorities.

Educational Qualification

• Graduate in any discipline; postgraduate qualification or relevant training certification will be an added advantage.

Key Performance Indicators (KPIs)

• Training completion and certification rates.
• New-hire training effectiveness and nesting success.
• Training-to-production conversion.
• Improvement in quality, CSAT, AHT, and FCR.
• Reduction in early-stage attrition and repeat errors.
• Trainer productivity and training delivery quality.
• Compliance with training schedules and reporting requirements.