Training Manager

6 days ago

Kolkata, West Bengal, India Cogenthub Full time ₹ 1,04,000 - ₹ 1,30,878 per year

Location: Kolkata

Department: Training & Development

Industry: BPO / Call Center / Telecom / Customer Service

Employment Type: Full-time

Job Summary:

We are hiring an experienced and dynamic Training Manager to lead the training function for our BPO/Telecom processes in Kolkata. The ideal candidate will be responsible for managing end-to-end training lifecycle from New Hire Training (NHT) to On-the-Job Training (OJT) and refresher sessions. You will work closely with operations and quality teams to enhance agent performance and ensure alignment with business goals.

Key Responsibilities:

  • Design, develop, and deliver training programs for voice and non-voice telecom BPO processes.
  • Conduct Training Needs Analysis (TNA) in coordination with operations and quality teams.
  • Oversee New Hire Training (NHT), Onboarding, and OJT processes.
  • Track and evaluate training effectiveness through assessments, certification, and performance metrics.
  • Coach and develop trainers and team leads for consistent delivery and performance improvement.
  • Create and maintain training materials, SOPs, and product/process documentation.
  • Coordinate with clients for process updates, training feedback, and certification.
  • Monitor and report key training metrics (attrition during training, certification rate, post-training performance).
  • Ensure compliance with regulatory and client-specific training guidelines.
  • Drive continuous improvement in training methodology using adult learning principles and feedback.

Key Requirements:

  • Experience: 8 years of experience in BPO training (preferably Telecom domain), with at least 2 years in a managerial or lead trainer role.
  • Education: Graduate in any stream (Certification in training/L&D is a plus).
  • Process Type: Telecom / Customer Support / Voice Process preferred.

  • Skills:

  • Strong facilitation, coaching, and communication skills.

  • Knowledge of telecom products, billing, customer care, or tech support processes.
  • Proficiency in MS Office, LMS tools, and reporting dashboards.
  • Experience with quality, compliance, and call calibration.

Please apply via Naukri or send your CV to

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