Job Title :

Senior Manager – Training

Qualification :

Bachelor’s Degree

Relevant Experience :

10–12 years overall experience, including 4–6 years in a Managerial/Training leadership role. 5–7 years of International Experience is mandatory.

Must Have Skills :

- Training Operations
- Inbound & Outbound Voice
- Team Management
- Recent Hire & Refresher Training
- Training Needs Analysis
- Client & Stakeholder Management
- Trainer Development
- Strong Communication SkillsGood Have Skills :
- Retail industry training experience
- Experience in developing training content, SOPs and scripts
- Knowledge of Quality/QA-driven training interventions
- Strong PowerPoint and reporting/dashboard skills
- Experience preparing MBR/WBR decks and training reportsRoles and Responsibilities :
- Manage training operations across 2 sites with a span of 850–900 FTEs.
- Plan and manage New Hire and Refresher training batches.
- Review, update and develop training materials and content.
- Define KRAs and review trainer performance against production and quality metrics.




- Govern initial training covering customer service, communication, listening, de-escalation and process guidelines.
- Develop refresher training plans based on Training Needs Analysis and QA trends.
- Design client-specific training programs, scripts, SOPs and cross-training materials.
- Track training effectiveness and implement corrective training interventions.
- Manage and develop trainers for process and OJT requirements.
- Prepare training plans, dashboards, reports and MBR/WBR presentations.
- Work closely with clients, Project Managers and internal stakeholders to meet training goals and milestones.
- Ensure high standards of training quality, customer service and operational performance.Location :

Chennai

CTC Range :

15lpa – 17lpa

Notice Period :

Immediate to 30 Days preferred

Mode of Interview :

Virtual

Shift Timing :

Australian Shift

Mode of Work :

Work From Office

📌 Senior Manager – Training (Chennai)
🏢 Black u0026 White
📍 Chennai