Key Highlights of the Role:

The Training Manager will be responsible for designing, delivering, and optimizing training programs to enhance the performance and service quality of contact center teams. This role plays a critical part in developing frontline talent, ensuring operational effectiveness, and driving customer satisfaction.

Responsibilities include, but are not limited to:

- Designing and implementing comprehensive training programs for new hires and existing contact center agents across various functions (customer service, support, telesales, etc.).

- Preparing reports, analyzing training effectiveness, and identifying performance gaps through data insights to support leadership in achieving operational goals.

- Evaluating agent performance and delivering structured feedback, coaching, and corrective actions to support individual development and business outcomes.

- Observing live operations, identifying skill gaps or process inefficiencies, and recommending actionable improvements.

- Monitoring productivity and service quality to ensure customer experience standards are consistently met.

- Collaborating closely with team leads, quality assurance, and operations managers to drive agent success and overall team effectiveness.

- Supporting the hiring, onboarding, and continuous development of contact center staff through structured training roadmaps and refresher sessions.

- Addressing agent queries regarding systems, protocols, customer handling techniques, or process-related challenges.

- Creating, updating, and communicating standard operating procedures (SOPs), training content, and policy guidelines aligned with service standards and compliance requirements.

- Conducting classroom and on-the-floor training on soft skills, product knowledge, systems usage, and updated procedures.

- Coaching tenured employees on performance improvement and adapting to new technologies or business changes.

- Coordinating with leadership to conduct targeted coaching and on-the-job training sessions as needed.

Key Skills and Attributes:

- In-depth knowledge of customer service practices, sales techniques, and call center operations.

- Strong facilitation, coaching, and mentoring abilities with a passion for people development.

- Excellent communication (verbal and written), interpersonal, and presentation skills.

- Proficiency in call center tools, CRM systems, e-learning platforms, and performance monitoring technologies.

- Analytical and detail-oriented with the ability to assess training impact through data-driven insights.

- Proven ability to manage multiple training priorities in a fast-paced environment.

- Skilled in conflict resolution, employee engagement, and performance management.

- Strong organizational and documentation skills with a proactive, solution-oriented mindset.

- Experience in quality assurance and process improvement is an added advantage.