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