Manager - Training

Firstsource Solutions Limited, an RP-Sanjiv Goenka Group company is a global leader providing business process solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, Retail, and other diverse industries. With a global footprint across US, UK, India, Philippines, Mexico, Romania, Turkey, Trinidad & Tobago, South Africa, and Australia, they ‘make it happen’ for their clients, solving their biggest challenges with hyper-focused, domain-centered teams and cutting-edge tech, data, and analytics. Firstsource’s inch-wide, mile-deep practitioners work collaboratively, leveraging UnBPO™ - their differentiated approach to reimagining traditional outsourcing - to deliver real-world, future-focused solutions that drive speed, scale, and smarter decision, turning transformation into tangible results for clients.

 

Please find below the details for the Training Manager role.

Position: Training Manager
Division: BPM

Develop and implement training & development process for all employees including new recruits. 

Effectively identifying training needs for all employees and sketch out the training calendar/schedules. 

Design training module, develop training material, ensure delivery of training programs and complete logistics management for the programs. 

Managing relationship with vendors such as external trainers, training institutes, e-learning companies. 

 

Liase with cross-functional teams (EE, Ops, Hiring) and improvise training output and effectiveness 

To periodically conduct reviews and track performance of trainers & QA  

Evaluate effectiveness of training and identify re- training needs. 

Conduct Train the Trainer Program’s. 

Identifying and recruiting AM’s, trainers, training coordinators and communication coaches. 

Partner with clients for implementing programs evaluating training and for requirements to 

be planned and implemented with new ramps & business improvement opportunity 

To plan refresher training for CSA on Customer Service, Voice & Accent, Soft Skills. To work closely with operations & quality to ensure training is effective. 

Awareness and usage of tools to bring about immersive learning environment

 

Required: Graduate/Postgraduate with 5 – 8 years’ experience 

Relevant Experience in Training Management & improvements  

 

Know how

Excellent communication & presentation skills. 

Planning and Execution skills. 

Ability to conceptualize and design content. 

Ability to proactively identify current and future needs of the Center. 

Good Interpersonal skills and analytical skills 

Ability to manage Customer critical metric performance & process improvement  

⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or @firstsource.com email addresses.