As a Training Manager, you will design and execute tailored training strategies, onboarding, and continuous development programs. You will partner with Operations and QA to address performance gaps and ensure KPI alignment. Responsible for coaching trainers and team leads, you will maintain high standards, oversee schedules, and introduce innovative methodologies like blended learning and simulations. Your strong instructional and presentation skills will drive engagement, agility, and strict compliance across multiple accounts.

Main Job Requirement:

• Minimum 2 years as a Training Manager in a BPO/Contact Centre Environment.
• Preferably exposure to a similar e-commerce/marketplace industry in a BPO environment

Technical Skills:

• English B2 for bilingual campaigns.
• English B1 forsemi-bilingual campaigns.

Soft Skills:

• Process Excellence
• Collaboration
• Communication
• Emotional Intelligence
• Open-Mindedness
• Critical Thinking
• Solution Orientation
• Entrepreneurship
• AI Proficiency
• Data Literacy

• Develop and implement training strategies, programs, and materials tailored to the call center environment.
• Conduct onboarding training for new hires, including company orientation, product knowledge, systems, and customer service skills.
• Manage continuous learning and development programs for existing staff to improve performance, compliance, and quality.
• Monitor, evaluate, and report on training effectiveness, ensuring programs align with business needs and KPIs.
• Collaborate with operations and quality to identify training needs and performance gaps.
• Coach and mentor trainers and team lead to maintain consistent training standards.
• Maintain training schedules, records, and reporting.
• Ensure compliance with industry standards, regulations, and internal policies.
• Introduce innovative training methodologies (e.g., e-learning, simulations, blended learning) to improve engagement and retention.
• Strong facilitation and presentation skills, with the ability to train diverse groups
• Ability to adapt training content across multiple programs/accounts
• Proficiency in training needs analysis, content development, and evaluation of training effectiveness
• Have strong learning ability, error correction ability and question-answering ability, and good presentation skills.
• Familiar with the composition of the training system and proficient in making various types of training materials.