Training Manager

3 days ago

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

This role is for one of Weekday's clients
Min Experience: 10 years
Location: Kolkata
JobType: full-time

Requirements

We are seeking a seasoned Training Manager with over 10 years of experience in BPO training, cross-sell programs, and sales enablement. The role requires expertise in designing, managing, and delivering high-impact training programs focused on cross-sell turbo initiatives, ensuring agents are equipped with the right knowledge, skills, and mindset to maximize customer value. As a Training Manager, you will play a strategic role in building and strengthening the sales capability of frontline teams, aligning training outcomes with business goals, and driving consistent improvement in performance metrics.

Key ResponsibilitiesTraining Strategy & Execution
  • Design, implement, and manage cross-sell turbo training modules for new hires and existing employees across BPO operations.
  • Develop training content tailored to financial products, customer engagement, and cross-selling techniques.
  • Align training objectives with business KPIs to ensure performance-linked outcomes.
  • Monitor the effectiveness of training through assessments, performance dashboards, and feedback loops.
Team Management & Leadership
  • Lead, coach, and mentor a team of trainers to deliver high-quality training sessions.
  • Build career development roadmaps for trainers and create succession pipelines.
  • Provide constructive feedback and upskilling sessions to ensure trainer effectiveness.
Performance & Quality Enablement
  • Drive performance improvement initiatives by creating coaching plans for underperforming agents.
  • Collaborate with operations, quality, and business teams to identify training needs and skill gaps.
  • Ensure smooth execution of onboarding, refresher, and product update training programs.
  • Use analytics and reports to track first-month performance, certification success, and cross-sell targets.
Stakeholder Collaboration
  • Partner with business leaders to align training plans with organizational growth strategies.
  • Work with quality teams to develop rebuttals, case studies, and best practices that address customer objections.
  • Collaborate with operations to schedule training calendars in line with business priorities and volume requirements.
Governance & Compliance
  • Ensure training programs comply with BPO industry standards and client requirements.
  • Maintain accurate training records, certification logs, and performance reports.
  • Conduct periodic audits of training delivery to ensure adherence to company guidelines.
Qualifications & Skills
  • Bachelor's degree in Business, HR, or a related field (MBA preferred).
  • 10+ years of experience in BPO training, cross-sell programs, and sales enablement, with at least 4+ years in a managerial role.
  • Strong expertise in cross-sell and up-sell training methodologies within customer-facing environments.
  • Excellent communication, facilitation, and people management skills.
  • Hands-on experience in curriculum design, content creation, and training delivery.
  • Data-driven mindset with the ability to link training effectiveness to business performance.
  • Strong stakeholder management and ability to work in a fast-paced, dynamic environment.

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