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Training Manager
4 weeks ago
Salary range: Rs 900000 - Rs 1200000 (ie INR 9-12 LPA)
Min Experience: 10 years
Location: Kolkata
JobType: full-time
We are seeking an experienced and results-driven Training Manager to lead the learning and development efforts for our Turbo Cross Sell division within our BPO operations. The ideal candidate will bring deep domain knowledge in cross-sell and up-sell strategies, training methodologies, and performance coaching across sales-focused customer service environments. This is a key leadership role responsible for designing, executing, and continuously improving training programs that drive sales productivity and business outcomes.
Requirements
Key Responsibilities:
- Develop, implement, and manage comprehensive training programs focused on turbo cross-sell strategies for inbound/outbound BPO operations.
- Collaborate with sales leadership, operations, and quality teams to understand business goals and align training interventions accordingly.
- Conduct Training Needs Analysis (TNA) to identify gaps in knowledge, skills, and performance across teams.
- Design and deliver engaging training content using modern adult learning principles (ILT, VILT, e-learning, simulations).
- Lead onboarding programs for new hires and refresher training for tenured agents to boost conversion and cross-sell ratios.
- Develop and maintain training dashboards, analyze KPIs, and track learning effectiveness to demonstrate ROI.
- Partner with QA and Ops to identify underperforming agents and provide targeted coaching interventions.
- Build a team of trainers and manage end-to-end training operations including planning, delivery, and reporting.
- Stay updated on product knowledge, cross-sell techniques, compliance protocols, and market trends to ensure training relevance.
- Drive a culture of continuous learning and development across all levels.
Required Skills and Qualifications:
- 10 to 18 years of overall experience, with at least 5 years in a training leadership role within BPO sales or cross-sell functions.
- Proven expertise in turbo/cross-sell environments, especially in high-volume, target-driven contact centers.
- Strong understanding of sales methodologies, call center metrics, and customer lifecycle.
- Demonstrated ability to translate business goals into measurable learning outcomes.
- Excellent facilitation, coaching, and mentoring skills.
- Familiarity with Learning Management Systems (LMS), eLearning platforms, and digital content creation tools.
- Analytical mindset with experience in tracking training impact using data and dashboards.
- Exceptional communication, stakeholder management, and team leadership skills.
Preferred Attributes:
- Certifications in training delivery (e.g., TTT, NLP, Kirkpatrick Model, Instructional Design) are highly desirable.
- Experience working with global clients or multicultural environments is a plus.
- Strong command over spoken and written English.
