Training Manager

Training Manager BPO

Company: Globiva
Location: Udyog Vihar, Sector 18, Gurgaon
Role: Training Manager
Industry: BPO / Contact Center
Joining: Immediate Joiners Preferred

Job Summary

Globiva is looking for an experienced Training Manager from the BPO industry who has strong experience in managing both Sales and Customer Service training.

• Manage and lead the Training team for Sales and Customer Service processes.

• Design and deliver effective training programs for new hires and existing employees.

• Handle Product, Process, Sales, Customer Service and Behavioral Training.

• Monitor training performance and ensure achievement of training KPIs.

• Conduct TNI (Training Needs Identification) and implement development plans.

• Track and improve training metrics such as:

• Training Completion & Certification

• Training Effectiveness

• Assessment Scores

• Nesting Performance

• Attrition during Training

• Batch Productivity

• Quality & CSAT impact

• Sales Conversion / Revenue impact

• Conduct refresher training, coaching and performance improvement sessions.

• Manage and mentor Trainers and ensure adherence to training SOPs.

• Coordinate with Operations, Quality and HR teams to improve overall process performance.

• Prepare and present training MIS and performance reports to management.

• Ensure training programs are aligned with business requirements and client expectations.

Candidate Requirements

• 5+ years of experience in BPO Training, preferably with managerial/team-handling experience.
• Candidates who can join immediately or within a short notice period will be preferred.

Important Hiring Criteria

• Face-to-Face interview only No virtual interviews.
• Candidates should be available to attend interviews at the Gurgaon location.
• Candidates from nearby locations are preferred, as the role requires regular work from office.
• Candidates residing far from the location are not preferred.

Interested candidates can share their updated CV along with current location, current CTC, expected CTC and notice period.

HR Dheeraj 7859975043