Training Manager
- Kolkata, West Bengal
- Permanent
- Full-time
Min Experience: 10 years
Location: Kolkata
JobType: full-timeRequirementsWe are seeking a seasoned Training Manager with over 10 years of experience in BPO training, cross-sell programs, and sales enablement. The role requires expertise in designing, managing, and delivering high-impact training programs focused on cross-sell turbo initiatives, ensuring agents are equipped with the right knowledge, skills, and mindset to maximize customer value. As a Training Manager, you will play a strategic role in building and strengthening the sales capability of frontline teams, aligning training outcomes with business goals, and driving consistent improvement in performance metrics.Key ResponsibilitiesTraining Strategy & Execution
- Design, implement, and manage cross-sell turbo training modules for new hires and existing employees across BPO operations.
- Develop training content tailored to financial products, customer engagement, and cross-selling techniques.
- Align training objectives with business KPIs to ensure performance-linked outcomes.
- Monitor the effectiveness of training through assessments, performance dashboards, and feedback loops.
- Lead, coach, and mentor a team of trainers to deliver high-quality training sessions.
- Build career development roadmaps for trainers and create succession pipelines.
- Provide constructive feedback and upskilling sessions to ensure trainer effectiveness.
- Drive performance improvement initiatives by creating coaching plans for underperforming agents.
- Collaborate with operations, quality, and business teams to identify training needs and skill gaps.
- Ensure smooth execution of onboarding, refresher, and product update training programs.
- Use analytics and reports to track first-month performance, certification success, and cross-sell targets.
- Partner with business leaders to align training plans with organizational growth strategies.
- Work with quality teams to develop rebuttals, case studies, and best practices that address customer objections.
- Collaborate with operations to schedule training calendars in line with business priorities and volume requirements.
- Ensure training programs comply with BPO industry standards and client requirements.
- Maintain accurate training records, certification logs, and performance reports.
- Conduct periodic audits of training delivery to ensure adherence to company guidelines.
- Bachelor’s degree in Business, HR, or a related field (MBA preferred).
- 10+ years of experience in BPO training, cross-sell programs, and sales enablement, with at least 4+ years in a managerial role.
- Strong expertise in cross-sell and up-sell training methodologies within customer-facing environments.
- Excellent communication, facilitation, and people management skills.
- Hands-on experience in curriculum design, content creation, and training delivery.
- Data-driven mindset with the ability to link training effectiveness to business performance.
- Strong stakeholder management and ability to work in a fast-paced, dynamic environment.