Senior Manager – Training

Job Title : Senior Manager – Training Qualification : Bachelor’s Degree Relevant Experience : 10–12 years overall experience, including 4–6 years in a Managerial/Training leadership role. 5–7 years of International Experience is mandatory. Must Have Skills :

• Training Operations
• Inbound & Outbound Voice
• Team Management
• New Hire & Refresher Training
• Training Needs Analysis
• Client & Stakeholder Management
• Trainer Development
• Strong Communication Skills Good Have Skills :
• Retail industry training experience
• Experience in developing training content, SOPs and scripts
• Knowledge of Quality/QA-driven training interventions
• Strong PowerPoint and reporting/dashboard skills
• Experience preparing MBR/WBR decks and training reports Roles and Responsibilities :
• Manage training operations across 2 sites with a span of 850–900 FTEs.
• Plan and manage New Hire and Refresher training batches.
• Review, update and develop training materials and content.
• Define KRAs and review trainer performance against production and quality metrics.
• Govern initial training covering customer service, communication, listening, de-escalation and process guidelines.
• Develop refresher training plans based on Training Needs Analysis and QA trends.
• Design client-specific training programs, scripts, SOPs and cross-training materials.
• Track training effectiveness and implement corrective training interventions.
• Manage and develop trainers for process and OJT requirements.
• Prepare training plans, dashboards, reports and MBR/WBR presentations.
• Work closely with clients, Project Managers and internal stakeholders to meet training goals and milestones.
• Ensure high standards of training quality, customer service and operational performance. Location : Chennai CTC Range : 15lpa – 17lpa Notice Period : Immediate to 30 Days preferred Mode of Interview : Virtual Shift Timing : Australian Shift Mode of Work : Work From Office