Training Manager

Roles and Responsibilities :

• Manage the overall operations of the call center, ensuring efficient use of resources and high-quality service delivery.
• Develop and implement effective training programs for new hires and existing staff to improve performance and productivity.
• Collaborate with cross-functional teams to identify areas for improvement and develop strategies to address them.
• Analyze metrics such as AHT, Shrinkage, Attrition rates, CSat scores etc. to optimize processes and drive business growth.

Job Requirements :

• 8-20 years of experience in a similar role within BPO/Call Centre industry.
• Strong background in operations management, including budgeting, forecasting, scheduling, quality control etc.
• Excellent telecommunication skills with ability to communicate effectively at all levels.