BPO Operations Manager

1 week ago


Delhi, Delhi, India Firstsource Full time

At Firstsource, a leading provider of Business Process Management (BPM) services, we are seeking an experienced BPO Operations Manager to lead our training and development function. This critical role will play a key part in ensuring our employees have the skills and knowledge needed to excel in their roles.

About the Role

The Director of Training & Quality will oversee the design and delivery of training programs, including classroom training, e-learning, on-the-job training, and workshops. You will work closely with department heads and stakeholders to implement effective training strategies that align with our company's objectives.

Key Responsibilities:
  • Training Strategy: Develop and implement a comprehensive training strategy to support the company's goals and objectives, ensuring that training initiatives align with business priorities.
  • Team Leadership: Lead and manage the training team, providing guidance, coaching, and mentorship to ensure team members are equipped to deliver high-quality training programs.
  • Curriculum Development: Create and maintain training curricula that cover various aspects of the BPO industry, including product knowledge, soft skills, customer service, compliance, and technology.
  • Training Program Delivery: Oversee the design and delivery of training programs, incorporating innovative training technologies and tools to enhance training efficiency and effectiveness.
  • Assessment and Evaluation: Implement assessment tools and evaluations to measure the effectiveness of training programs and adjust them as necessary to improve performance.
  • Quality Control: Ensure that training programs meet high-quality standards, and that trainers deliver consistent, accurate, and engaging content.
Requirements:

To be successful in this role, you will need:

  • A Bachelor's degree in a relevant field, with a Master's degree or relevant certifications (e.g., CPTD) being a plus.
  • Proven experience in training and development, with several years of leadership experience.
  • Strong understanding of BPO operations, industry-specific processes, and best practices.
  • Excellent communication and presentation skills.
  • Proficiency in learning management systems and training software.
  • Analytical and data-driven decision-making skills.
  • Leadership and team management abilities.
What We Offer:

We offer a competitive salary of $120,000 per year, benefits, and career growth opportunities for the right candidate. If you are passionate about training and development and have a track record of success in a BPO environment, we invite you to apply for this leadership role.



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