Training Manager

1 week ago

Kolkata, West Bengal, India Weekday AI Full time ₹ 9,00,000 - ₹ 12,00,000 per year

This role is for one of the Weekday's clients

Salary range: Rs Rs 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.

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