Manager - Training - BPO

Responsibilities:

- Design, develop, and implement engaging and effective training programs tailored to US-based BPO voice processes.

- Create training materials, manuals, and resources to support learning objectives.

- Conduct interactive and impactful training sessions, workshops, and coaching sessions.

- Utilize various training methodologies and tools to maximize learning outcomes.

- Evaluate the effectiveness of training programs through assessments, feedback, and performance metrics.

- Analyze training data and identify areas for improvement.

- Manage and mentor a team of trainers, providing guidance and support.

- Foster a positive and collaborative training environment.

- Collaborate with process managers and other stakeholders to identify training needs and align training goals with organizational objectives.

- Coordinate with process managers to ensure training content is relevant and up-to-date.

- Develop and implement strategies to enhance the skills and knowledge of the workforce, optimizing performance and productivity.

- Ensure compliance with US BPO standards and regulations.

- Utilize and manage training tools and software to support training delivery and administration.

Qualifications:

- Proven experience in developing and implementing training programs within a US voice BPO environment.

- Strong skills in conducting training sessions and evaluating training effectiveness.

- Demonstrated ability to manage a team of trainers and coordinate effectively with process managers.

- In-depth knowledge of US-based BPO processes, standards, and best practices.

- Excellent communication, presentation, and leadership skills.

- Proficiency in using training tools and software (LMS, e-learning platforms).