Training Manager

Develop and implement training & development process for all employees including new recruits. 

Effectively identifying training needs for all employees and sketch out the training calendar/schedules. 

Design training module, develop training material, ensure delivery of training programs and complete 

 logistics management for the programs. 

Managing relationship with vendors such as external trainers, training institutes, e-learning companies. 

Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness 

To periodically conduct reviews and track performance of trainers & QA  

Evaluate effectiveness of training and identify re- training needs. 

Conduct Train the Trainer Programs. 

Identifying and recruiting AM’s, trainers, training coordinators and communication coaches. 

Partner with clients for implementing programs evaluating training and for requirements to 

be planned and implemented with new ramps & business improvement opportunity 

To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective. 

Awareness and usage of tools to bring about immersive learning environment

Required: Graduate/Postgraduate with 5 – 8 years’ experience 

Relevant Experience in Training Management & improvements  

Know how

Excellent communication & presentation skills. 

Planning and Execution skills. 

Ability to conceptualize and design content. 

Ability to proactively identify current and future needs of the Center. 

Good Interpersonal skills and analytical skills 

Ability to manage Customer critical metric performance & process improvement