Training Manager

Job Title: Assistant Manager - Training

Location: Hyderabad

Salary: 8 - 10 LPA

Shift: Rotational Shifts

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.

CTC: 8 - 10 LPA

Work Location: Hyderabad

Industry: BPO / Customer Support / International Process

For more information reach out to HR - Neha

8008325085

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