Training Manager

3 days ago

Gurgaon, Haryana, India Globiva Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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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