Job Description

Essential Functions and Responsibilities:

• Training Delivery & Oversight

• Supervise daily training operations, ensuring sessions are delivered effectively and consistently.

• Facilitate product training workshops, refresher courses, and upskilling programs.

• Monitor trainer performance and provide coaching to maintain high standards.

• Curriculum & Program Management

• Collaborate with Training Managers and SMEs to update training materials based on product changes.

• Ensure training content aligns with client requirements and organizational goals.

• Track completion rates and ensure adherence to training schedules.

• Performance Monitoring

• Evaluate training effectiveness through scorecards, assessments, and post‑training performance metrics.

• Identify gaps in product knowledge and recommend corrective actions.

• Provide regular reports to Training Managers and Operations leadership.

• Team Leadership

• Mentor and guide trainers to improve facilitation skills and product expertise.

• Manage trainer schedules, workloads, and resource allocation.

• Foster a culture of accountability, discipline, and continuous improvement.

• Stakeholder Collaboration

• Partner with Operations, Quality, and Client Services to align training with business priorities.

• Act as a point of escalation for training‑related concerns.

• Ensure training resources are optimized and deployed effectively.

Qualifications

Minimum Job Requirements (Education, Experience, Skills):

• Bachelor’s degree in Business, Communications, Education, or related field.

• 3–5+ years of experience in training delivery or supervision within a BPO setting.

• Strong background in product knowledge, communication coaching, and sales enablement.

• Excellent facilitation, presentation, and interpersonal skills.

• Ability to manage multiple training programs under tight timelines.