Manager - Call Center Trainer - BFSI

Role Overview:

We are seeking a dynamic and driven Training Manager to lead learning initiatives for our call center teams. This role is central to fostering a high-performance environment by equipping agents with the skills, knowledge, and confidence to consistently deliver outstanding customer service.

Key Responsibilities:

- Design and execute engaging training programs for onboarding, upskilling, and performance enhancement.

- Monitor agent performance through data insights and live observations to identify skill gaps and drive tailored learning solutions.

- Deliver coaching and feedback to agents to support their growth and align performance with business goals.

- Create and maintain up-to-date training materials, SOPs, and best practice guidelines.

- Collaborate with team leads and quality teams to ensure consistency in service delivery and training alignment.

- Support new hire integration through structured onboarding programs and transition coaching.

- Champion a learning culture by introducing refresher sessions, quick learning capsules, and knowledge-sharing forums.

What You Bring:

- Strong experience in training delivery and learning strategy within a contact center or service-oriented environment.

- Excellent facilitation, communication, and interpersonal skills.

- Analytical mindset with the ability to translate performance data into learning actions.

- Hands-on experience with digital learning tools, CRM platforms, and call center systems.

- A proactive, collaborative, and people-first approach to capability building.