Purpose of Role: The Training Manager oversees the design, development, and delivery of training programs to enhance employee performance and meet business objectives.
Accountability & Responsibilities of Role:
- Develop and implement training strategies aligned with business goals.
- Design and deliver training programs for new hires and existing employees.
- Evaluate training effectiveness and make improvements as needed.
- Collaborate with Operations and Quality teams to identify training needs.
- Manage a team of trainers and/or training coordinators.
- Monitor training budgets and resources.
- Ensure compliance with client-specific training requirements.
Position Requirements: Educational Background:
- Bachelor’s degree in Education, HR, or a related field.
- Work Experience:
- 5+ years of experience in training and development, preferably in a BPO or contact center.
- Strong leadership and instructional design skills.
- Technical / Industry Skills:
- Strong knowledge of adult learning principles and training methodologies.
- Excellent communication and presentation skills.
- Proficiency in e-learning tools and Learning Management Systems (LMS).
Key Competencies:
- Strategic Thinking & Planning
- Ability to align training initiatives with business objectives.
- Proactive in identifying long-term skill gaps and planning accordingly.
- Capable of building scalable training strategies that support organizational growth.
2 . Training & Instructional Design Expertise
- Proficient in adult learning principles, instructional design models (ADDIE, Bloom’s Taxonomy, etc.), and up-to-date training methodologies.
- Skilled in developing engaging, effective training content tailored to diverse learner profiles.
- Leadership & Team Management
- Ability to lead, mentor, and develop a team of trainers or coordinators.
- Strong delegation, conflict resolution, and motivation skills to manage performance and ensure quality delivery.
- Collaboration & Cross-Functional Coordination
- Works closely with Operations, Quality, and HR teams to ensure training effectiveness.
- Strong stakeholder management and interpersonal relationship-building skills.
- Analytical & Evaluation Skills
- Uses data and feedback to assess training impact.
- Skilled in post-training analysis, reporting, and making data-driven improvements.
- Technological Proficiency
- Strong command over e-learning platforms, Learning Management Systems (LMS), and virtual training tools.
- Adapts to new technologies quickly and leverages them for training delivery.
- Cultural Sensitivity & Adaptability
- Capable of working effectively with teams across multiple cultures and nationalities.
- Flexible in approach and respectful of global perspectives and work styles.
- Professionalism & Integrity
- Maintains a high level of professionalism, punctuality, and ethical standards.
- Represents the training function with integrity and credibility.
Success Metrics:
- Capable to work with multi culture/nationalities
- Maintain punctuality and professionalism
- Multilingual preferred
Work Environment & Schedule:
- Full time role; shift-based or fixed schedule as per business requirements
- On-site model
- May require weekend availability based on campaign or customer demand