Assistant Manager - Trainer.

Key Responsibilities:

• Conduct New Hire Training (NHT) for call centre agents, ensuring effective onboarding and process understanding.
• Perform Training Needs Analysis (TNA) and RCA and create targeted, action driven training plans to close performance gaps.
• Facilitate refresher, cross skilling, upskilling, and soft skills training to enhance agent capability.
• Deliver On the Job Training (OJT) and provide real-time coaching and feedback to drive performance improvement.
• Develop, update, and maintain training materials, job aids, modules, and assessment tools.
• Share daily/weekly training progress and EWS reports with Training Managers and business stakeholders.
• Support agents during the transition from training to Units, offering mentoring, shadowing support, and continuous feedback.
• Maintain and track attendance records, assessment scores, evaluation sheets, and engagement metrics for NHT, nesting, and 090 days.
• Measure training effectiveness, analyse outcomes, and submit comprehensive post training evaluation reports.
• Collect feedback from trainees and stakeholders.

Skills & Competencies:

• Excellent communication, presentation, and facilitation skills.
• Strong ability to explain complex processes in a simple and learner-friendly manner.
• Good understanding of Customer Service KPIs (Collections KPI , Sales KPI, QA, CSAT, NPS, AHT).
• Effective classroom training management skills.
• Proficiency in MS Office (PowerPoint, Excel, Word) and familiarity with training tools/platforms.
• Analytical mindset with the ability to identify learning gaps and recommend solutions.
• Experience in NHT, OJT, and training audits.

Qualifications:

• Bachelors degree is mandatory.
• 2–4 years of experience as a process trainer or in a BPO/call centre training environment.