Training Lead

GlowTouch; Hyderabad; On-site; INR 1,200,000 - 2,100,000; Full time

Job summary

GlowTouch is seeking a Training Delivery & Management leader in Hyderabad to orchestrate a high-performing training team. You will oversee onboarding, schedule alignment with hiring needs, and both in-person and virtual delivery of induction, process, product, and soft skills training.

You will monitor training quality, drive improvements, and collaborate with clients and our Content Development team to keep materials up-to-date.

Qualifications

• Bachelor's degree in any discipline is required.
• Certification in Training, Facilitation, Learning & Development, or Coaching preferred.
• 5-8 years of overall BPO experience.
• Minimum 2-3 years in Trainer, Senior Trainer, or Training Team Lead roles.
• Experience handling international customer service, technical support, or sales.

Responsibilities

• Lead and manage a team of Trainers and Senior Trainers.
• Oversee onboarding and training processes for new hires.
• Ensure timely delivery of induction, process, product, soft skills, and refresher trainings.
• Develop and maintain training schedules aligned with hiring and operational needs.
• Facilitate classroom and virtual training sessions as required.
• Monitor training quality and effectiveness via batch observations and KPIs.
• Analyze post-training performance to identify knowledge gaps.
• Drive continuous improvement to enhance learning outcomes.
• Collaborate with clients and Content Development team to keep training content updated.
• Partner with Operations, QA, WFM, and Client teams to identify training needs.
• Participate in client calibration sessions and training reviews.
• Provide regular updates on training performance and readiness.
• Coach and develop trainers to improve facilitation and content skills.
• Conduct performance reviews and feedback sessions.
• Drive employee engagement and retention within the training team.
• Ensure trainer coverage for business needs.
• Design and update training materials, presentations, assessments, and job aids.
• Ensure training materials comply with client, regulatory, and company standards.
• Maintain training records, attendance, certifications, and audit documentation.
• Track and report KPIs: Training Throughput, Certification Scores, Nesting Rate, Knowledge Retention, Speed-to-Proficiency, Attrition During Training, Post-Training Quality and Productivity metrics.

Skills

Team leadership

Training delivery

Stakeholder management

Content development

Compliance & reporting

Education

Bachelor's degree in any discipline

Certification in Training, Facilitation, Learning & Development, or Coaching

Job description

Key Responsibilities

Training Delivery & Management

• Lead and manage a team of Trainers and Senior Trainers.
• Oversee the end-to-end onboarding and training process for new hires.
• Ensure timely delivery of induction, process, product, soft skills, and refresher training programs.
• Develop and maintain training schedules aligned with hiring and operational requirements.
• Facilitate classroom and virtual training sessions when required.

Training Effectiveness

• Monitor training quality and effectiveness through batch observations, assessments, nesting performance, and operational KPIs.
• Analyze post-training performance metrics and identify knowledge or skill gaps.
• Drive continuous improvement initiatives to enhance learning outcomes.
• Ensure training content remains updated and aligned with business and client requirements in collaboration with clients and the in-house Content Development team.

Stakeholder Management

• Partner with Operations, Quality Assurance, Workforce Management, and Client teams to understand training needs.
• Participate in client calibration sessions and training reviews.
• Provide regular updates and reports on training performance and readiness.

Team Leadership

• Coach, mentor, and develop trainers to improve facilitation and content development skills.
• Conduct performance reviews and regular feedback sessions.
• Drive employee engagement and retention within the training team.
• Ensure adequate trainer coverage for business requirements.

Content Development

• Design and update training materials, presentations, assessments, job aids where required.
• Ensure training materials comply with client, regulatory, and company standards.

Compliance & Reporting

• Maintain training records, attendance, certifications, and audit documentation.
• Track and report training KPIs, including:
  
• Training Throughput
• Certification Scores
• Nesting Success Rate
• Knowledge Retention Scores
• Speed-to-Proficiency
• Attrition During Training
• Post-Training Quality and Productivity Metrics

Required Qualifications

Education

• Bachelor's degree in any discipline.
• Certification in Training, Facilitation, Learning & Development, or Coaching is preferred.

Experience

• 5-8 years of overall BPO experience.
• Minimum 2-3 years of experience in a Trainer, Senior Trainer, or Training Team Lead role.
• Experience handling international customer service, technical support, or sales.