Key Responsibilities

Training Delivery & Management

- Lead and manage a team of Trainers and Senior Trainers.
- Oversee the end-to-end onboarding and training process for current hires.
- Ensure timely delivery of induction, process, product, soft skills, and refresher training programs.
- Develop and maintain training schedules aligned with hiring and operational requirements.
- Facilitate classroom and virtual training sessions when required.

Training Effectiveness

- Monitor training quality and effectiveness through batch observations, assessments, nesting performance, and operational KPIs.
- Analyze post-training performance metrics and identify knowledge or skill gaps.
- Drive continuous improvement initiatives to enhance learning outcomes.
- Ensure training content remains updated and aligned with business and client requirements in collaboration with clients and the in-house Content Development team.

Stakeholder Management

- Partner with Operations, Quality Assurance, Workforce Management, and Client teams to understand training needs.
- Participate in client calibration sessions and training reviews.
- Provide regular updates and reports on training performance and readiness.

Team Leadership

- Coach, mentor,



and develop trainers to improve facilitation and content development skills.
- Conduct performance reviews and regular feedback sessions.
- Drive employee engagement and retention within the training team.
- Ensure adequate trainer coverage for business requirements.

Content Development

- Design and update training materials, presentations, assessments, job aids where required.
- Ensure training materials comply with client, regulatory, and company standards.

Compliance & Reporting

- Maintain training records, attendance, certifications, and audit documentation.
- Track and report training KPIs, including:

- Training Throughput

- Certification Scores

- Nesting Success Rate

- Knowledge Retention Scores
- Speed-to-Proficiency

- Attrition During Training
- Post-Training Quality and Productivity Metrics

Required Qualifications

Education

- Bachelor's degree in any discipline.
- Certification in Training, Facilitation, Learning & Development, or Coaching is preferred.

Experience

- 5-8 years of overall BPO experience.
- Minimum 2-3 years of experience in a Trainer, Senior Trainer, or Training Team Lead role.
- Experience handling international customer service, technical support, or sales.

📌 Training Lead (Hyderabad)
🏢 GlowTouch
📍 Hyderabad