Job Summary:
The Training Lead will be responsible for overseeing the development and execution of training programs that enhance the performance and skills of employees in a BPO environment. This role focuses on creating and implementing training strategies, coaching, and development initiatives to improve employee performance, customer service, and operational excellence. The Training Lead works closely with Operations, Quality, and HR teams to ensure that training programs align with business objectives and customer requirements.
Key Responsibilities:
Training Strategy Development:
- Design and implement comprehensive training programs tailored to different levels of employees (agents, supervisors, managers) in the BPO environment.
- Collaborate with Operations, Quality, and HR teams to assess training needs based on performance data, customer feedback, and business requirements.
- Develop a long-term training roadmap that supports business growth, employee development, and client satisfaction.
Training Delivery & Facilitation:
- Conduct training sessions for new hires, ongoing employee development, and leadership programs.
- Oversee the onboarding training of new agents, ensuring they understand the company culture, processes, and customer service expectations.
- Facilitate soft skills, technical skills, and customer service training that aligns with BPO industry standards and client-specific requirements.
Team Leadership & Development:
- Lead, mentor, and coach a team of trainers, providing guidance on best practices in training delivery, instructional design, and evaluation.
- Develop individual growth plans for team members to enhance their training capabilities and leadership skills.
- Monitor and evaluate the performance of training staff and provide feedback for continuous improvement.
Training Program Management:
- Manage the full training lifecycle, from needs assessment and curriculum development to delivery, evaluation, and refinement.
- Ensure training materials are up to date, relevant, and aligned with both client expectations and business needs.
- Introduce e-learning tools and blended learning approaches to enhance employee learning experiences.
Collaboration with Stakeholders:
- Work closely with Operations, Quality, and HR teams to ensure training aligns with operational goals and supports quality improvement initiatives.
- Collaborate with client stakeholders to understand their requirements, ensuring training programs are customized to meet specific client demands.
- Act as a key point of contact for internal and external clients for all training-related inquiries.
Key Qualifications:
Education:
- Bachelor’s degree in Human Resources, Organizational Development, Business Administration, or a related field.
- Certifications in training (e.g., Train the Trainer) are an advantage.
Experience:
- Minimum of 5 years of experience in training and development, with at least 2 years in a leadership role, preferably within a BPO or contact center environment.
- Proven experience in designing, delivering, and evaluating training programs for various roles, particularly in customer service, technical support, and operational excellence.
Skills & Competencies:
- Leadership: Strong leadership skills with the ability to coach and mentor a team of trainers.
- Training Expertise: Deep understanding of training methodologies, curriculum design, adult learning principles, and performance improvement strategies.
- Communication: Excellent communication and presentation skills; able to engage and motivate learners.
- Analytical Skills: Ability to measure and analyze training effectiveness using metrics and KPIs.
