Assistant Manager Training

4 hours ago

Mumbai Maharashtra India, Maharashtra Benow Full time

Job Purpose

The Trainer is responsible for delivering effective training programs for new hires and existing BDE & TCs in the contact centre/FOS. The role ensures agents are equipped with the necessary product knowledge, process understanding, soft skills, and compliance awareness to deliver excellent customer service.


Key Responsibilities

  • Conduct onboarding, product and Process training for new contact centre agents & BDEs at FOS.
  • Deliver refresher and upskilling programs to existing staff on products, processes, systems, and customer service skills.
  • Develop training materials, modules, and assessments tailored to business needs.
  • Assess training effectiveness through tests, role-plays, and post-training evaluations.
  • Partner with Quality, Operations, and HR teams to identify training needs and skill gaps.
  • Monitor agent/BDE performance post-training to measure knowledge retention and application.
  • Maintain training records, reports, and dashboards for management review.
  • Keep updated on product/process changes and ensure timely communication to teams.
  • Drive continuous improvement in training methods (classroom, e-learning, on-the-job training).


Key Skills & Competencies

  • Strong facilitation, presentation, and public speaking skills.
  • Ability to simplify complex information for easy understanding.
  • Excellent communication and interpersonal skills.
  • Strong organizational and time management skills.
  • Knowledge of adult learning principles and training methodologies.
  • Familiarity with contact centre operations, KPIs (AHT, CSAT, FCR, QA scores).
  • Proficiency in MS Office and training tools (e-learning platforms, LMS, etc.).


Qualifications & Experience

  • Graduate in any discipline (preferred: Business, Communications, HR, or related field).
  • 1–3 years of experience as a Trainer, preferably in a contact centre environment.
  • Experience in customer service, sales, or technical support will be an added advantage.
  • Exposure to coaching, mentoring, and performance support activities.


Performance Metrics

  • Training effectiveness scores (post-training evaluation results).
  • Improvement in agent performance post-training.
  • Reduction in errors and escalations linked to training gaps.
  • Feedback scores from trainees and supervisors.

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