Job Summary

Job Title: Senior Manager Training

Qualifications
Qualification: Bachelor Degree
Relevant Experience: 1012 years overall experience, including 46 years in a Managerial/Training leadership role. 57 years of International Experience is mandatory.

Must Have Skills
Training Operations
Inbound & Outbound Voice
Team Management
Current Hire & Refresher Training
Training Needs Analysis
Client & Stakeholder Management
Trainer Development
Solid Communication Skills

Good 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 reports

Roles and Responsibilities
Manage training operations across 2 sites with a span of FTEs.
Plan and manage Current 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, Tamil Nadu, India

Job Type

Permanent

Mode of Interview

Virtual

Shift Timing

Australian Shift

Mode of Work

Work From Office

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Senior Manager Training Chennai
🏢 Black And White Business Solutions
📍 Chennai