Training Manager
2 days ago
Company: Globiva
Location: Gurgaon (Work from Office)
Working Days: 6 Days
Job Title:
Training Manager BPO
Experience:
7-12 Years (Training + Team Handling)
Key Responsibilities:
- Manage and lead a team of trainers, Lead Trainers and AM Training across multiple BPO processes (Voice/Non-Voice Sales & Customer Service).
- Design, develop, and deliver training programs covering process, product, and soft skills.
- Conduct Training Need Identification (TNI) and Training Need Analysis (TNA) to improve performance and productivity.
- Monitor and evaluate training effectiveness, ensuring agents are production-ready.
- Collaborate closely with Operations and Quality teams to enhance performance metrics.
- Drive refresher trainings, coaching, and upskilling initiatives for trainers and agents.
- Maintain and analyze training data, reports, and dashboards for management and client reviews.
- Handle client interactions related to training performance, audits, and improvement plans.
Required Skills:
- Strong background in BPO training (Customer Service and Sales).
- Proven experience in team handling (training executives/trainers).
- Excellent communication, presentation, and leadership skills.
- Proficiency in MS Office and LMS platforms.
- Analytical mindset with ability to track and improve training outcomes.
Qualification:
Graduate
Why Globiva:
- Opportunity to lead and build end-to-end training functions across multiple BPO verticals.
- Work with diverse clients and fast-paced processes.
- Dynamic, growth-oriented, and performance-driven culture.
Contact Person
HR Supriya
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