Walk-in || We are Hiring Manager-Training For International BPO

Location: Startek ITPL, Bangalore

Process: Training

Designation: Manager-Training

Core Focus: Driving client Key Performance Indicators (KPIs) like CSAT (Customer Satisfaction), AHT (Average Handle Time), and First Call Resolution (FCR) through targeted process and soft-skills training

Key Responsibilities:

• End-to-End Training Lifecycle: Manage New Hire Training (NHT) batches, nesting support, and floor transitions.
• Metric Improvement: Partner with operations and quality teams to analyze performance gaps and deliver floor refreshers.
• Team Leadership: Mentor, groom, and evaluate a team of process and soft-skills trainers.
• Content & Process Alignment: Customize global client updates, accent neutralization, and compliance modules into learning material.
• Stakeholder Management: Report training effectiveness, throughput rates, and ROI directly to senior operations leaders and international clients

Requirements & Qualifications:

• Experience: 5 to 10+ years in BPO training, with at least 2 years managing a team in an international voice
• Domain Knowledge: Deep understanding of BPO metrics (AHT, FCR, CSAT, SLAs) and quality frameworks like COPC or Six Sigma.
• Education: Bachelors degree in any stream; certifications in training, Six Sigma, or Green Belt are a plus.
• Skills: Strong data interpretation, stakeholder management, and proficiency with Learning Management Systems (LMS)

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