About The Company
Who are we
Myntra is India's leading fashion and lifestyle platform, where technology meets creativity. As pioneers in fashion e-commerce, we've always believed in disrupting the ordinary.
We thrive on a shared passion for fashion, a drive to innovate to lead, and an environment that empowers each one of us to pave our own way. We're bold in our thinking, agile in our execution, and collaborative in spirit.
Here, we create MAGIC by inspiring vibrant and joyous self-expression and expanding fashion possibilities for India, while staying true to what we believe in.
We believe in taking bold bets and changing the fashion landscape of India. We are a company that is constantly evolving into newer and better forms and we look for people who are ready to evolve with us.
From our humble beginnings as a customization company in 2007 to being technology and fashion pioneers today, Myntra is going places and we want you to take part in this journey with us.
Working at Myntra is challenging but fun - we are a young and dynamic team, firm believers in meritocracy, believe in equal opportunity, encourage intellectual curiosity and empower our teams with the right tools, space, and opportunities.
Role: Lead Associate - CC - Training , Indore
As the Training Lead for the site, you will serve as the critical bridge between Mynta's strategic vision and our outsourced partner's execution. You aren't just a trainer; you are the guardian of quality, the architect of learning pathways, and the primary point of accountability for ensuring our partners frontline staff are experts in our brand and processes.
Core Responsibilities
- Partner Management & Governance
- SOP Adherence: Audit and ensure the outsourced partner strictly follows established Training Standard Operating Procedures
- Performance Monitoring: Review partner-led training metrics (e.g., nesting performance, 30-60-90 day retention, Quality scores, I-Sat etc) and drive partner performance.
- Gap Analysis: Identify performance trends on the floor and collaborate with the partner's training team to implement corrective action plans.
- Curriculum & Strategy
- Plan Development: Build and maintain the annual/quarterly/ Monthly training roadmap for the center.
- Content Creation: Design and update training modules, playbooks, or work with the partner in building this to reflect process changes or new product launches.
- Standardization: Ensure all training materials used by the partner align with Myntra's brand voice and compliance standards.
- Delivery & Execution
- Train-the-Trainer (T3): Certify partner trainers. You will be responsible for ensuring their delivery style and subject matter expertise are up to our internal standards.
- On-Ground Training: Periodically lead high-stakes process training or workshops directly on the partner's floor to stay connected to the agent experience.
- Nesting Oversight: Oversee the transition from the classroom to the floor (Nesting), ensuring agents meet certification criteria.
Requirements & Qualifications
- Experience: 5+ years in Contact Center Training, with at least 1 to 2 years in a junior leadership or partner-management (BPO/Outsource) capacity.
- Instructional Design: Proficiency in creating structured learning paths and assessment frameworks.
- Stakeholder Management: Ability to influence and hold external partners accountable without having direct reporting lines.
- Agility: Comfortable working in a fast-paced environment where processes can change weekly.
- Analytical Skills: Ability to translate training data into actionable insights for the business
Required Skills
Delivery Excellence (Learning Facilitation), Quality Governance (Quality Assurance, Process Improvement), Knowledge Custodianship (Knowledge Management), Content Execution (Learning Design & Development), Assessment Design (Assessment & Evaluation, Survey Design), Need Diagnostics (Learning Need Assessment), Data Interpretation (Data Analysis, Statistical Sampling), Service Literacy (Business Acumen, Process Evaluation), Communication & EQ (Effective Communication, Emotional Intelligence), Creative Execution (Storyboarding, Instructional Design, Methodologies)
Other Skills
Communication & EQ (Effective Communication, Emotional Intelligence) Creative Execution (Storyboarding, Instructional Design, Methodologies)
Required Education
MBA
