Learning Delivery Manager

Alorica; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Alorica Bengaluru invites an experienced Training Manager to lead our training function in a fast-paced BPO environment. You will design, implement, and manage programs that enhance employee performance, ensure compliance, and support business goals.

You will build curricula, supervise trainers and instructional designers, measure ROI through KPIs, and collaborate with operations, quality, and clients to drive continuous improvement.

Qualifications

• Bachelor's degree in any discipline; HR, Education, or Business background is a plus.
• 5-8 years of experience in training within a BPO environment, with at least 2 years in a managerial role.
• Experience in both voice and non-voice processes (preferred).
• Strong understanding of BPO metrics, SLAs, and quality assurance.

Responsibilities

• Develop and execute training strategies aligned with business goals.
• Design and deliver training programs (onboarding, soft skills, process training, upskilling, compliance).
• Identify performance gaps via job analysis, feedback, and metrics.
• Lead, coach, and develop trainers and instructional designers.
• Collaborate with operations, quality, and client teams to align training with requirements.
• Track training effectiveness through post-training evaluations and KPIs.

Skills

Training strategy

Team management

Curriculum development

Performance analysis

Client liaison

Education

Bachelor's degree

Tools

Learning management systems

Job description

Job Description of Training Manager
Job Summary:
We are seeking an experienced and dynamic Training Manager with a strong background in BPO operations to lead and manage our training department. The ideal candidate will design, implement, and manage training programs that enhance employee performance, ensure compliance, and support business objectives. This role requires expertise in curriculum development, facilitation, and managing trainers and training processes across multiple projects.
Key Responsibilities:

• Training Strategy & Execution:
  • Develop and execute training strategies aligned with business goals.
  • Design and deliver training programs (e.g., new hire onboarding, soft skills, process-specific training, upskilling, compliance).
  • Identify performance gaps and training needs through job analysis, employee feedback, and performance metrics.
• Team Management:
  • Lead, coach, and develop a team of trainers and instructional designers.
  • Schedule and manage training sessions across shifts and geographies (if applicable).
  • Ensure trainers are up to date with process knowledge and facilitation techniques.
• Curriculum Development:
  • Create and continuously update training content and materials, including SOPs, manuals, e-learning modules, assessments, and simulations.
  • Collaborate with operations, quality, and client teams to align training with business requirements.
• Performance Monitoring & Reporting:
  • Track training effectiveness through post-training evaluations, feedback, and performance KPIs.
  • Analyze data to measure the ROI of training initiatives and present findings to senior management.
• Client & Stakeholder Interaction:
  • Liaise with clients and internal stakeholders to understand process changes and implement updates in training.
  • Attend client calls to report on training performance and updates.

Qualifications:

• Bachelors degree in any discipline; a degree in HR, Education, or Business is a plus.
• Minimum 5-8 years of experience in training within a BPO environment, with at least 2 years in a managerial role.
• Experience in both voice and non-voice processes (preferred).
• Strong understanding of BPO metrics, SLAs, and quality assurance.