Training Manager

Globiva

Gurugram

6-11 Years

This job is no longer accepting applications

Posted 2 months ago
Over 50 applicants

Job Description

We are seeking an experienced Training Manager to lead and develop training teams across multiple BPO processes, including voice and non-voice Sales & Customer Service. The role involves designing, delivering, and monitoring training programs to ensure agents and trainers are well-equipped to achieve performance targets.

Roles and Responsibilities

Manage and lead a team of trainers, Lead Trainers, and AM Training across multiple BPO processes
Design, develop, and deliver comprehensive training programs covering process, product knowledge, and soft skills
Conduct Training Need Identification (TNI) and Training Need Analysis (TNA) to improve agent and team productivity
Monitor and evaluate training effectiveness, ensuring agents are production-ready
Collaborate with Operations and Quality teams to enhance performance metrics and achieve business goals
Drive refresher trainings, coaching sessions, and upskilling initiatives for trainers and agents
Maintain and analyze training data, reports, and dashboards for management and client reviews
Handle client interactions related to training performance, audits, and improvement plans

Preferred Candidate Profile

Strong experience in BPO training for Customer Service and Sales processes
Proven ability to manage and lead training teams
Excellent communication, presentation, and leadership skills
Proficiency in MS Office and LMS platforms
Analytical mindset with the ability to track, measure, and improve training outcomes

More Info

Job Type:

Permanent Job

Industry:

Outsourcing

Role:

Training Manager

Function:

Customer Service/Call Centre/BPO

Employment Type:

Full time

Open to candidates from:

Indian

About Company

Globiva

Globiva is India’s most promising & fastest growing Business Process Management (BPM) company. We are focused on delivering awesome customer experiences for our clients. We commenced operations in early 2018 and since then, have grown to 5000+ employees servicing 40+ customers from 4 delivery centers in Gurgaon , Bangalore & Kolkata. All of this is an outcome of the fundamentals on which this company was built - Employee First, Value Delivery & Customer Focus. These guiding principles allow us to continue being flexible, agile and quick to respond to clients’ shifting needs. Our solutions include: Customer Interaction: Whether clients are looking for service, sales support or retention, our experienced support experts provide them with consistently robust services that delivers some of the highest CSAT and NPS scores in the industry. We hire and manage experienced staff to keep clients focused on scaling and expanding their business while we manage what goes on in the contact center. Content Curation: Globiva has deep knowledge and experience in curating and moderating content specifically for ecommerce and online tech organizations. We make sure that the tone and quality of content meets the brand’s standards & guidelines. Finance & Accounting: Globiva brings in a unique amalgamation of Finance & Accounts (F&A) BPO services delivery capability and ability to drive in optimal automation across complete F&A value chain. We offer comprehensive support ranging from transactional processes to advanced areas such as FP&A. We have partnerships to address typical F&A challenges with bolt-on tools and Robotics Process Automation (RPA).

Job ID: 137758765

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