Senior Training Manager

Key Responsibilities

• Oversee training delivery across new hire onboarding, nesting, and continuous upskilling programs.
• Direct line-manage Training Supervisors, Trainers, and Instructional Designers.
• Align training strategies with client SLAs, such as First Contact Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), and dispatch accuracy.
• Develop and refine training modules covering smart home security hardware (cameras, sensors, control panels) and software platforms.
• Ensure strict adherence to emergency escalation paths, false alarm mitigation, and compliance standard operating procedures (SOPs).
• Drive cross-skilling programs bridging technical support, customer retention, and upsell capabilities.
• Conduct regular training gap analyses using line metrics and quality assurance (QA) insights.
• Partner with Operations and QA leaders to implement targeted refresher programs for underperforming cohorts.
• Track throughput, certification pass rates, and early-stage attrition (0–90 days).

Qualifications

• Bachelor’s degree in Business, Human Resources, Education, or a related field (or equivalent operational leadership experience).
• 5+ years of training experience in a BPO setting, with at least 2–3 years in a Managerial or Senior Managerial capacity.
• Prior experience managing Home Security, Technical Support, Smart Home IoT, or Telecommunications accounts is strongly preferred.
• Expertise in adult learning principles, instructional design, and blended learning methodologies.
• Strong data analysis skills to link learning metrics directly to operational performance.
• Proficiency in Learning Management Systems (LMS) and remote/hybrid delivery tools.
• Excellent client-facing communication and stakeholder management capabilities.