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Job Title: Assistant Manager - Training
Location: Hyderabad
Salary: ₹8 - 10 LPA
Shift: Rotational Shifts
Experience: 2+ Years in International Customer Support Training
Job Description
We are looking for an experienced Assistant Manager - Training to lead and drive learning initiatives for an international customer support process. The role requires strong expertise in training delivery, stakeholder management, performance improvement, and team development.
Key Responsibilities
Design, develop, and deliver training programs for new hires and existing employees.
Conduct induction, process, product, communication, and refresher training sessions.
Evaluate training effectiveness through assessments, audits, and performance metrics.
Collaborate with Operations, Quality, and HR teams to identify training needs and performance gaps.
Prepare training reports, dashboards, and performance analysis.
Drive continuous improvement initiatives to enhance customer experience and business performance.
Mentor trainers and provide coaching to improve training quality and delivery standards.
Ensure adherence to client requirements, SLAs, and organizational policies.
Required Skills
Minimum 2+ years of experience in Training within an International Customer Support/BPO environment.
Strong facilitation, presentation, and communication skills.
Experience in training need analysis, content development, and performance management.
Good understanding of customer service metrics, quality frameworks, and process improvement.
Proficiency in MS Excel, PowerPoint, and reporting tools.
Ability to work in a fast-paced environment and manage multiple stakeholders.
Qualification
Graduate in any discipline.
Certification in Training & Development is an added advantage.
Preferred Candidate Profile
Experience handling voice and/or customer support processes.
Strong people management and coaching skills.
Flexible to work in rotational shifts.
CTC: ₹8 - 10 LPA
Work Location: Hyderabad
Industry: BPO / Customer Support / International Process
For more information reach out to HR - Neha
8008325085
mamidi.neha@teleperformancedibs.com
Work arrangement
No
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