Job Description
Title: Manager / Senior Manager - Training
Job Category: Learning & Development
Description:
Location: Pune
Experience: 8-14 Years
Industry: International BPO / BPM
Domain: E-commerce
Work Mode: Work From Office
Process: International
Eligibility:
8-14 years of experience in BPO / BPM Training.
Strong experience in International BPO.
E-commerce, Seller Support or Marketplace experience preferred.
Proven experience managing Training teams.
Strong knowledge of TNA/TNI and training governance.
Excellent client and stakeholder management skills.
Strong analytical, presentation and communication skills.
Key Responsibilities:
Lead the Training and Development function.
Manage Trainers and Training Leads.
Drive New Hire Training (NHT), Nesting, Refresher, Upskilling and Cross-skilling programs.
Own TNA/TNI, training content and assessments.
Monitor training effectiveness and speed-to-competency.
Partner with Operations, Quality and WFM teams to close performance gaps.
Drive Train-the-Trainer programs and trainer capability development.
Analyse CSAT, Quality, AHT, FCR, SLA and Productivity metrics.
Lead training governance, MIS and client reviews.
Support new launches, transitions and process expansions.
Drive digital learning, automation and AI-enabled training initiatives.
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Success Stories from Candidates Placed in this Field
Ashwini - Mumbai
LDS Infotech, Andheri Mumbai
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Mohammad Irfan
Jan Sahas Foundation
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