Key Responsibilities :
- Design, implement, and manage training programs for new hires and existing employees
- Conduct training needs analysis and identify skill gaps
- Develop training content, modules, and assessments tailored to process requirements
- Lead a team of trainers and oversee end-to-end training operations
- Ensure training effectiveness through feedback, assessments, and performance tracking
- Collaborate with operations, quality, and HR teams to align training strategies
- Drive continuous improvement initiatives in training methodology and delivery
- Manage transition and process-specific training for new business or client onboarding
Candidate Profile :
8 to 13 years of experience in training within the BPO / ITES sectorProven experience in handling training for international voice / chat processesStrong leadership and team management skillsExcellent communication, facilitation, and presentation abilitiesExposure to training tools, LMS platforms, and content design toolsAbility to work in a fast-paced, deadline-driven environmentOpen to working from office and flexible with shifts if requiredSkills Required
Training Management, Team Leadership, Content Development, Training Delivery, Process Training