About the Role
The Training Manager will be responsible for designing, implementing, and managing training programs for all levels of BPO staff, including agents, team leaders, and supervisors. This role ensures employees are equipped with the skills and knowledge necessary to deliver exceptional customer service and meet performance metrics.
Responsibilities
- Collaborate with Operations, Quality Assurance, and HR to identify training needs and skill gaps.
- Monitor and evaluate training program effectiveness using KPIs, feedback, and performance metrics.
- Manage a team of trainers and ensure consistent delivery across all accounts and shifts.
- Maintain and update training materials in accordance with client and business requirements.
- Facilitate Train-the-Trainer (TTT) sessions and ensure trainer readiness and certification.
- Partner with clients and stakeholders to understand new process changes and integrate them into training.
- Track training attendance, certification, and effectiveness; maintain training records and reports.
- Continuously improve training methods using feedback, industry trends, and technology.
- Support the performance improvement of underperforming agents through targeted coaching and re-training.
Qualifications
- 3+ years of relevant training management experience, preferably in the food and retail industry.
- Demonstrating customer centricity with a focus on service excellence translated through educational focuses.
- Strong interpersonal and communication skills, with a sense of business acumen.
- Ability to work collaboratively to build positive business outcomes.
- Fluency in English is a must.
- Excellent presentation, influence and negotiation skills.
- Analytical thinking and problem-solving capabilities.
- Excellent customer service focus with strong time management, organizational and analytical skills.
