Assistant Training Manager - Domestic (Bengaluru)

TP; Bengaluru; On-site; INR 420,000 - 700,000; Full time

Job summary

TP in Bengaluru seeks an experienced Training Lead to drive new hire induction and develop comprehensive learning content for customer support teams. The role involves delivering classroom, virtual, and floor-based sessions and tracking trainee performance with assessments and certifications.

The ideal candidate will have 4-7 years in Training within BPO/CS, plus 1-2 years in a leadership-like role, strong content development skills, and excellent stakeholder management.

Qualifications

• Graduate in any discipline.
• 4-7 years of experience in Training within BPO/Customer Support/Contact Center operations.
• Minimum 1-2 years of experience in a Team Lead, Assistant Manager Training, or equivalent role.
• Strong knowledge of training methodologies, adult learning principles, and content development.
• Excellent communication, presentation, facilitation, and stakeholder management skills.
• Proficiency in MS Office (PowerPoint, Excel, Word).
• Experience in domestic voice or customer support processes preferred.

Responsibilities

• Conduct new hire induction and process training for customer support associates.
• Develop and update training content, SOPs, process manuals, and learning materials.
• Facilitate classroom, virtual, and floor-based training sessions.
• Monitor trainee performance and administer assessments, certifications, and refresher programs.
• Conduct Training Need Analysis (TNA) and recommend learning interventions.
• Partner with Operations and Quality teams to identify performance gaps and implement action plans.
• Track training effectiveness through performance metrics and reporting.
• Manage nesting, transition support, and ongoing coaching initiatives.
• Ensure compliance with organizational policies and customer service standards.
• Mentor and guide trainers and support team development initiatives.

Skills

Leadership

Content creation

Training delivery

MS Office

Stakeholder mgmt

Education

Graduate degree

Tools

PowerPoint

Excel

Job description

Role & responsibilities

Key Responsibilities

• Conduct new hire induction and process training for customer support associates.
• Develop and update training content, SOPs, process manuals, and learning materials.
• Facilitate classroom, virtual, and floor-based training sessions.
• Monitor trainee performance and administer assessments, certifications, and refresher programs.
• Conduct Training Need Analysis (TNA) and recommend learning interventions.
• Partner with Operations and Quality teams to identify performance gaps and implement action plans.
• Track training effectiveness through performance metrics and reporting.
• Manage nesting, transition support, and ongoing coaching initiatives.
• Ensure compliance with organizational policies and customer service standards.
• Mentor and guide trainers and support team development initiatives.

Required Skills & Qualifications

• Graduate in any discipline.
• 4-7 years of experience in Training within BPO/Customer Support/Contact Center operations.
• Minimum 1-2 years of experience in a Team Lead, Assistant Manager Training, or equivalent role.
• Strong knowledge of training methodologies, adult learning principles, and content development.
• Excellent communication, presentation, facilitation, and stakeholder management skills.
• Proficiency in MS Office (PowerPoint, Excel, Word).
• Experience in domestic voice or customer support processes preferred.

Key Competencies

• Leadership & Team Management
• Learning & Development
• Content Creation
• Coaching & Mentoring
• Performance Improvement
• Analytical & Reporting Skills
• Stakeholder Management

Compensation & Benefits

• CTC: Up to 7 LPA
• Career growth opportunities
• Dynamic and collaborative work environment
• Employee engagement and learning programs

Location: Ahmed Plaza, Bengaluru
Notice Period: Immediate Joiners / 15 Days Preferred