Training Manager

TP; Hyderabad; On-site; INR 600,000 - 1,000,000; Full time

Job summary

TP is seeking an experienced Assistant Manager - Training to lead learning initiatives for an international customer support process. The role requires strong expertise in training delivery, stakeholder management, performance improvement, and team development.

You will design, develop, and deliver training programs, conduct induction and refresher sessions, and collaborate with Operations, Quality and HR to identify needs and gaps. Mentoring, reporting, and adherence to SLAs are essential.

Qualifications

• 2+ years of experience in Training within an International Customer Support/BPO environment.
• Strong facilitation, presentation, and communication skills.
• Experience in training need analysis, content development, and performance management.
• Good understanding of customer service metrics, quality frameworks, and process improvement.
• Proficiency in MS Excel, PowerPoint, and reporting tools.
• Ability to work in a fast-paced environment and manage multiple stakeholders.

Responsibilities

• Design, develop, and deliver training programs for new hires and existing employees.
• Conduct induction, process, product, communication, and refresher training sessions.
• Evaluate training effectiveness through assessments, audits, and performance metrics.
• Collaborate with Operations, Quality, and HR teams to identify training needs and performance gaps.
• Prepare training reports, dashboards, and performance analysis.
• Drive continuous improvement initiatives to enhance customer experience and business performance.
• Mentor trainers and provide coaching to improve training quality and delivery standards.
• Ensure adherence to client requirements, SLAs, and organizational policies.

Skills

Training

Facilitation

Content Development

Reporting Tools

MS Excel

PowerPoint

Stakeholder Management

Customer Metrics

Education

Graduate

Tools

MS Excel

PowerPoint

Job description

Experience: 2+ Years in International Customer Support Training

Job Description

We are looking for an experienced Assistant Manager - Training to lead and drive learning initiatives for an international customer support process. The role requires strong expertise in training delivery, stakeholder management, performance improvement, and team development.

Key Responsibilities

• Design, develop, and deliver training programs for new hires and existing employees.
• Conduct induction, process, product, communication, and refresher training sessions.
• Evaluate training effectiveness through assessments, audits, and performance metrics.
• Collaborate with Operations, Quality, and HR teams to identify training needs and performance gaps.
• Prepare training reports, dashboards, and performance analysis.
• Drive continuous improvement initiatives to enhance customer experience and business performance.
• Mentor trainers and provide coaching to improve training quality and delivery standards.
• Ensure adherence to client requirements, SLAs, and organizational policies.

Required Skills

• Minimum 2+ years of experience in Training within an International Customer Support/BPO environment.
• Strong facilitation, presentation, and communication skills.
• Experience in training need analysis, content development, and performance management.
• Good understanding of customer service metrics, quality frameworks, and process improvement.
• Proficiency in MS Excel, PowerPoint, and reporting tools.
• Ability to work in a fast-paced environment and manage multiple stakeholders.

Qualification

• Graduate in any discipline.
• Certification in Training & Development is an added advantage.

Preferred Candidate Profile

• Experience handling voice and/or customer support processes.
• Strong people management and coaching skills.
• Flexible to work in rotational shifts.

Industry: BPO / Customer Support / International Process