Minimum requirements (Education Qualification & Work Experience)

- Bachelors degree
- Experience in Performance and Team management
- Client Management
- Flexible with shifts
- Should have an experience in communication & process training for International BPO preferraby for a sales process

Statement of purpose

You will be responsible for leading the training function within the contact center, driving the design and delivery of training strategies that build product skills, customer centricity, knowledge and competencies across new hire and tenured employees. You will lead and develop a team of trainers, partner with operations and quality stakeholders to align training outcomes with business goals, and ensure consistent, high-quality training delivery and governance across all processes.

Summary of essential job functions

- Lead the planning, design and delivery of product/process, communication and soft skill training programs across the center
- Own the creation, review and redesign of training modules and curriculums in line with evolving business requirements
- Ensure the right candidates are selected through voice/non-voice training assessment processes
- Act as the primary training SME in client conversations, representing L&D; independently on product and process related discussions
- Drive Training Needs Analysis at a program/process level and translate findings into action plans

Competency Requirements: [Technical & Behavioral]

- Must be adept in MS Office (Excel, PowerPoint and Word) and familiar with LMS/training tracking tools
- Strong understanding of training and facilitation methodologies,



instructional design and adult learning principles (certifications will be an added advantage)
- Communicate effectively & assertively / able to manage self, team and stakeholders (trainers/operations/clients/leadership)
- Ability to thrive and lead a team in a challenging, dynamic and rapid-paced environment
- Able to multitask, prioritize, delegate and manage time efficiently

Job Responsibilities

- Oversee the design of lesson plans and ensure language and process training delivery is aligned with the approved curriculum
- Collaborate with key stakeholders to define training outcomes and align content, delivery, and assessments across processes
- Guide the training team on effective instructional methods to ensure quick skill acquisition
- Establish frameworks to assess and record trainee progress through coursework and evaluations
- Ensure training materials are adapted to different learning styles and documentation is updated regularly
- Conduct organization-level Training Need Analysis to understand performance gaps and design interventions to close gaps through process and soft skill training
- Process Updates on the Floor
- Oversee agent performance monitoring and ensure trainers provide effective on-the-floor coaching to meet targets
- Support scalability of the business by ensuring quality hiring, onboarding and skill development
- Prepare and present training performance reports and dashboards to leadership and stakeholders
- Lead training efforts across assigned processes, taking full ownership and accountability for outcomes

📌 Manager - Learning and Development (Hyderabad)
🏢 [24]7.ai
📍 Hyderabad