Process Training Manager/International BPO/Telecom Voice Process

Hiresquad; Gurugram District; On-site; INR 1,260,000 - 1,540,000; Full time

Job summary

Hiresquad in Gurgaon is hiring for a Training Manager role in the International Voice Process. The candidate must currently hold Training Manager or Tenured Deputy Manager Training credentials and be ready for immediate joining, with international voice experience essential.

You will plan ramp and backfill batches, drive training scorecards, SOPs, and process improvements, while coordinating with Ops and Quality to close knowledge gaps. Night shifts and 6-day weeks are required in a 24x7 setup.

Qualifications

• Must have international voice process experience.
• Experience as Training Manager or Deputy Manager Training on papers.
• Excellent communication and English fluency.
• Proficient in MS Office.
• Strong people management and interpersonal skills.
• Ability to work in a fast-paced travel/voice process environment.

Responsibilities

• Represent client calls and calibrations.
• Plan ramp and backfill batches.
• Interact with clients with clear communication.
• Add value through process improvements.
• Coordinate with Ops and Quality to design action plans to bridge knowledge gaps.
• Manage monthly/quarterly/yearly training scorecards and PLA.
• Support retention during training across New Hire batches.
• Create and update training SOPs and refreshers.
• Drive CSat & ESat initiatives for the process and client.
• Assist with training MIS and related tasks.
• Coordinate across departments for training needs and policies.
• Contribute to process improvements and innovations in training.
• Keep company policies updated and report security incidents.
• Maintain confidentiality of company and client information.
• Willing to work 6 days a week in a 24/7 environment, including night shifts.

Skills

International Voice Process

Excellent communication

Fluent English

MS Office

People management

Interpersonal skills

Teamwork

Process orientation

Prioritization

Deadline management

Detail orientation

Pressure handling

Time management

Education

Graduate / Postgraduate

Tools

MS Office

Job description

Leading BPO in Gurgaon

Hiring for Process Training Manager

International Voice Process

Must be working as Training Manager or Tenured Deputy Manager Training on papers

Looking for Immediate Joiners

Shifts 24*7

CTC UPTO 14PA based on Last CTC

International Voice Experience is Mandatory

Role & key Responsibilities

• Represent client calls and calibrations.
• Planning of Ramp & Backfill batches.
• Client Interaction with clear view
• Value Add to the client from the process improvement standpoint.
• Work closely with Ops and Quality team to design action plans to bridge Product/process related knowledge gaps.
• Responsible as per defined monthly/quarterly/yearly Training scorecards and PLA (Performance level agreement)
• Responsible for managing retention during training across New Hire batches
• Manage/create process SOPs and training refreshers
• Drive C-Sat & E-sat initiatives to add value to the Process and customer
• Support administrative tasks
• Manage training MIS for classes and other related training work
• Interdepartmental coordination & communication
• Should be able to contribute to process improvements and innovation in the training function
• Update oneself regularly with Company policies & report any Security Incident that is observed
• Keep Companys and Customer information confidential and not disclose to unauthorized individuals and outsiders
• Willing to work 6 days a week and on rotational shifts in a 24/7 environment. Night shift in scope

Key Skills and knowledge:

• Excellent communication skills
• Fluent in English
• Proficient in MS Office
• Working Experience in the Travel Industry (Preferred)
• Good people management, Interpersonal skills and Teamwork
• Continuous Process Orientation
• Ability to prioritize
• Ability to meet deadlines
• Detail oriented
• Ability to work under pressure
• Time Management

Educational Qualification:

Graduate / Postgraduate