Job Title :	Senior Manager – Training
Qualification :	Bachelor’s Degree
Relevant Experience :	10–12 years overall experience, including 4–6 years in a Managerial/Training leadership role. 5–7 years of International Experience is mandatory.
Must Have Skills :	• Training Operations • Inbound & Outbound Voice • Team Management • New Hire & Refresher Training • Training Needs Analysis • Client & Stakeholder Management • Trainer Development • Strong Communication Skills
Good Have Skills :	• Retail industry training experience • Experience in developing training content, SOPs and scripts • Knowledge of Quality/QA-driven training interventions • Strong PowerPoint and reporting/dashboard skills • Experience preparing MBR/WBR decks and training reports
Roles and Responsibilities :	• Manage training operations across 2 sites with a span of 850–900 FTEs. • Plan and manage New Hire and Refresher training batches. • Review, update and develop training materials and content. • Define KRAs and review trainer performance against production and quality metrics. • Govern initial training covering customer service, communication, listening, de-escalation and process guidelines. • Develop refresher training plans based on Training Needs Analysis and QA trends. • Design client-specific training programs, scripts, SOPs and cross-training materials. • Track training effectiveness and implement corrective training interventions. • Manage and develop trainers for process and OJT requirements. • Prepare training plans, dashboards, reports and MBR/WBR presentations. • Work closely with clients, Project Managers and internal stakeholders to meet training goals and milestones. • Ensure high standards of training quality, customer service and operational performance.
Location :	Chennai
CTC Range :	15lpa – 17lpa
Notice Period :	Immediate to 30 Days preferred
Mode of Interview :	Virtual
Shift Timing :	Australian Shift
Mode of Work :	Work From Office

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Senior Manager – Training