Manager/Assistant Manager - Call Center & BPO Training - Credit Card Division

Manager / Assistant Manager Call Center & BPO Training (Credit Card Division)

Job Description:

We are looking for a dynamic training professional to lead end-to-end learning initiatives for our call center teams handling credit card services. This role involves designing and delivering impactful training programs that equip customer service, sales, and collections teams with the product expertise, communication skills, compliance knowledge, and system proficiency required for high performance.

Key Responsibilities:

- Design and execute comprehensive induction and refresher training programs for inbound, outbound, and collections teams.

- Deliver training on product features, processes, regulatory compliance, and customer handling skills tailored to the credit card domain.

- Partner with operations, compliance, and quality teams to assess skill gaps and training requirements.

- Develop engaging training content aligned with RBI guidelines, internal policies, and customer service benchmarks.

- Track training effectiveness using assessments, feedback, and post-training performance metrics.

- Coach and guide team leaders and trainers to ensure uniform training quality and knowledge transfer.

- Maintain audit readiness by ensuring continuous training on compliance and industry best practices.

- Keep pace with evolving customer expectations, digital engagement tools, and credit card market trends to upgrade training methodologies.