Assistant Manager - Trainer.

Job description

Key Responsibilities: • Conduct New Hire Training (NHT) for call centre agents, ensuring effective onboarding and process understanding. • Perform Training Needs Analysis (TNA) and RCA and create targeted, action driven training plans to close performance gaps. • Facilitate refresher, cross skilling, upskilling, and soft skills training to enhance agent capability. • Deliver On the Job Training (OJT) and provide real-time coaching and feedback to drive performance improvement. • Develop, update, and maintain training materials, job aids, modules, and assessment tools. • Share daily/weekly training progress and EWS reports with Training Managers and business stakeholders. • Support agents during the transition from training to Units, offering mentoring, shadowing support, and continuous feedback. • Maintain and track attendance records, assessment scores, evaluation sheets, and engagement metrics for NHT, nesting, and 090 days. • Measure training effectiveness, analyse outcomes, and submit comprehensive post training evaluation reports. • Collect feedback from trainees and stakeholders. Skills & Competencies: • Excellent communication, presentation, and facilitation skills. • Strong ability to explain complex processes in a simple and learner-friendly manner. • Good understanding of Customer Service KPIs (Collections KPI , Sales KPI, QA, CSAT, NPS, AHT). • Effective classroom training management skills. • Proficiency in MS Office (PowerPoint, Excel, Word) and familiarity with training tools/platforms. • Analytical mindset with the ability to identify learning gaps and recommend solutions. • Experience in NHT, OJT, and training audits. Qualifications: • Bachelors degree is mandatory. • 2–4 years of experience as a process trainer or in a BPO/call centre training environment.