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