Manager, Training, Group Contact Center
Design, implement, and continuously improve structured onboarding programs to ensure new hires gain a strong understanding of company products, processes, and service expectations
Facilitate engaging and effective in-person and virtual training sessions that promote job confidence and readiness
Deliver new hire training, upskill training, and new process training
Accelerate new hire readiness and performance by equipping employees with critical soft skills, behavioral competencies, and practical workplace communication techniques that enable success from day one.
Design, develop, and facilitate impactful, outcome-driven soft skills training programs covering communication excellence, emotional intelligence, leadership, collaboration, adaptability, customer engagement, and professional effectiveness, while measuring learning impact and driving sustained behavior change.
Evaluate training effectiveness through feedback, assessments, and performance metrics
Monitor employee performance post-training, identify learning gaps, and recommend targeted interventions to enhance productivity and service quality
Recommend and implement learning strategies that improve retention and long-term engagement
Maintain and update training materials, including manuals, e-learning modules, and job aids, ensuring content is current, relevant, and aligned with business goals
Analyze call trends and performance data to identify knowledge gaps and integrate insights into training modules for continuous improvement
Design and implement annual skills assessments and recertification programs to ensure ongoing competency and compliance
Oversee ongoing learning initiatives such as skills development workshops, coaching sessions, and digital learning
Promote a culture of lifelong learning, continuous improvement, and service excellence across the organization
Foster a supportive learning environment that encourages growth, recognition, and career development
Track and analyze early attrition trends and key drivers during training
Stay current with trends in learning, soft skills development, and motivational techniques
Qualifications:
Bachelor's degree with 6-7 years of experience in training and operations, good to have banking background.
Proven experience as a trainer, facilitator, or motivational speaker.
Certification related to Training/Soft skills presentation (e.g., Dale Carnegie, Train the Trainer, or equivalent).
Excellent presentation, communication, and interpersonal skills.
Ability to engage diverse audiences and adapt to various learning styles.
Strong organizational and project management skills.
Excellent motivational skills to inspire and energize employees