Senior Manager u2013 Training

Black And White Business Solutions; Chennai District; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Black And White Business Solutions seeks an experienced Senior Manager Training to oversee training operations across two sites in India. You will plan, execute, and refine both new hire and refresher programs, ensuring materials, content, and SOPs stay current.

You will define KRAs, monitor trainer performance against production and QA metrics, and run initial training focused on customer service, listening, and de-escalation guidelines.

Qualifications

• Bachelor Degree required.
• 1012 years overall experience, including 46 years in a Managerial/Training leadership role.
• 57 years of International Experience is mandatory.

Responsibilities

• Manage training operations across 2 sites with a span of FTEs.
• Plan and manage New Hire and Refresher training batches.
• Review, update and develop training materials and content.
• Define KRAs and review trainer performance against production and quality metrics.
• Govern initial training covering customer service, communication, listening, de-escalation and process guidelines.
• Develop refresher training plans based on Training Needs Analysis and QA trends.
• Design client-specific training programs, scripts, SOPs and cross-training materials.
• Track training effectiveness and implement corrective training interventions.
• Manage and develop trainers for process and OJT requirements.
• Prepare training plans, dashboards, reports and MBR/WBR presentations.
• Work closely with clients, Project Managers and internal stakeholders to meet training goals and milestones.
• Ensure high standards of training quality, customer service and operational performance.

Skills

Training Operations

Voice Inbound

Voice Outbound

Team Management

New Hire Training

Refresher Training

Training Needs Analysis

Client Management

Stakeholder Management

Trainer Development

Communication Skills

PowerPoint

Education

Bachelor Degree

Tools

PowerPoint

Job description

Job Summary

Job Title: Senior Manager Training

Qualifications

• Qualification: Bachelor Degree
• Relevant Experience: 1012 years overall experience, including 46 years in a Managerial/Training leadership role. 57 years of International Experience is mandatory.

Must Have Skills

• Training Operations
• Inbound & Outbound Voice
• Team Management
• New Hire & Refresher Training
• Training Needs Analysis
• Client & Stakeholder Management
• Trainer Development
• Strong Communication Skills

Good Have Skills

• Retail industry training experience
• Experience in developing training content, SOPs and scripts
• Knowledge of Quality/QA-driven training interventions
• Strong PowerPoint and reporting/dashboard skills
• Experience preparing MBR/WBR decks and training reports

Roles and Responsibilities

• Manage training operations across 2 sites with a span of FTEs.
• Plan and manage New Hire and Refresher training batches.
• Review, update and develop training materials and content.
• Define KRAs and review trainer performance against production and quality metrics.
• Govern initial training covering customer service, communication, listening, de-escalation and process guidelines.
• Develop refresher training plans based on Training Needs Analysis and QA trends.
• Design client-specific training programs, scripts, SOPs and cross-training materials.
• Track training effectiveness and implement corrective training interventions.
• Manage and develop trainers for process and OJT requirements.
• Prepare training plans, dashboards, reports and MBR/WBR presentations.
• Work closely with clients, Project Managers and internal stakeholders to meet training goals and milestones.
• Ensure high standards of training quality, customer service and operational performance.

Location

Chennai, Tamil Nadu, India

Job Type

Permanent

Mode of Interview

Virtual

Shift Timing

Australian Shift

Mode of Work

Work From Office