Training Manager - Gurgaon / Gurugram - Globiva

    Globiva
    Globiva Gurgaon / Gurugram

    1 day ago

    Full time ₹800,000 - ₹2,200,000 (INR) per year *
    Description

    We are seeking an experienced Training Manager to lead and develop training teams across multiple BPO processes, including voice and non-voice Sales & Customer Service. The role involves designing, delivering, and monitoring training programs to ensure agents and trainers are well-equipped to achieve performance targets.

    Roles and Responsibilities

    • Manage and lead a team of trainers, Lead Trainers, and AM Training across multiple BPO processes
    • Design, develop, and deliver comprehensive training programs covering process, product knowledge, and soft skills
    • Conduct Training Need Identification (TNI) and Training Need Analysis (TNA) to improve agent and team productivity
    • Monitor and evaluate training effectiveness, ensuring agents are production-ready
    • Collaborate with Operations and Quality teams to enhance performance metrics and achieve business goals
    • Drive refresher trainings, coaching sessions, and upskilling initiatives for trainers and agents
    • Maintain and analyze training data, reports, and dashboards for management and client reviews
    • Handle client interactions related to training performance, audits, and improvement plans

    Preferred Candidate Profile

    • Strong experience in BPO training for Customer Service and Sales processes
    • Proven ability to manage and lead training teams
    • Excellent communication, presentation, and leadership skills
    • Proficiency in MS Office and LMS platforms
    • Analytical mindset with the ability to track, measure, and improve training outcomes
    * This salary range is an estimation made by beBee
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