Training Manager (BPO)

About the role

We are looking for an experienced Training Manager to lead training operations across multiple BPO accounts. The role will manage Training Supervisors and Training Team Leaders, providing strategic direction and ensuring training performance, quality, and business objectives are consistently met.

Key responsibilities

• Lead and manage Training Supervisors and their respective training teams across multiple accounts.
• Own overall training performance, ensuring programs support operational and client requirements.
• Develop and implement training strategies, standards, and improvement plans across assigned accounts.
• Review training metrics and business results, identify trends and gaps, and drive corrective actions.
• Oversee training capacity, manpower requirements, and resource allocation across accounts.
• Partner with Operations, Quality, WFM, HR, TA, and other stakeholders to align training priorities with business needs.
• Manage client relationships and represent Training in business reviews, escalations, and strategic discussions.
• Drive initiatives that improve training effectiveness, graduation rates, time-to-proficiency, and post-training performance.
• Develop and strengthen Training Supervisors through coaching, performance management, and leadership development.
• Support new account launches, transitions, expansions, and major process or product changes.

About you

• Bachelor's degree preferred.
• At least 7 years of BPO experience, with 5 years in Training/L&D.
• At least 2 years in a Training Manager or equivalent managerial role.
• Proven experience managing Training Supervisors, Team Leaders, and/or large training teams.
• Experience handling multiple BPO accounts or programs.
• Strong background in training performance management, analytics, stakeholder management, and process improvement.
• Excellent leadership, communication, presentation, and decision-making skills.
• Proficient in MS Office and Google Workspace; experience with LMS and other training platforms is an advantage.
• Willing to work on shifting schedules, including weekends and holidays, as required by business needs.