Manager/Assistant Manager - Call Center/BPO Training

Manager/Assistant Manager - Call Center/BPO Trainer

Job Description:

Responsible for designing, delivering, and evaluating training programs for call center teams managing credit card products and services. The role ensures that customer service, sales, and collections agents are equipped with the necessary product knowledge, soft skills, regulatory understanding, and system training to perform effectively and compliantly.

Key Responsibilities:

- Design and implement induction and refresher training modules for inbound, outbound, and collections teams.

- Conduct product, process, compliance, and soft skills training specific to the credit card industry.

- Collaborate with operations, compliance, and quality teams to identify training needs and skill gaps.

- Develop training content tailored to customer service standards, RBI regulations, and internal policies.

- Monitor training effectiveness through assessments, feedback, and performance tracking.

- Coach and mentor trainers and team leaders to ensure consistent delivery quality.

- Ensure readiness for audits and regulatory compliance through ongoing training on industry norms.

- Stay updated on industry trends, digital tools, and customer behavior to refine training strategies.

Salary offered - 15 - 20 LPA