As a Training Manager, you will design and execute tailored training strategies, onboarding, and continuous development programs. You will partner with Operations and QA to address performance gaps and ensure KPI alignment. Responsible for coaching trainers and team leads, you will maintain high standards, oversee schedules, and introduce innovative methodologies like blended learning and simulations. Your strong instructional and presentation skills will drive engagement, agility, and strict compliance across multiple accounts.
QualificationsMain Job Requirement:
- Minimum 2 years as a Training Manager in a BPO/Contact Centre Environment.
- Preferably exposure to a similar e-commerce/marketplace industry in a BPO environment
Technical Skills:
- English B2 for bilingual campaigns.
- English B1 forsemi-bilingual campaigns.
Soft Skills:
- Process Excellence
- Collaboration
- Communication
- Emotional Intelligence
- Open-Mindedness
- Critical Thinking
- Solution Orientation
- Entrepreneurship
- AI Proficiency
- Data Literacy
- Develop and implement training strategies, programs, and materials tailored to the call center environment.
- Conduct onboarding training for new hires, including company orientation, product knowledge, systems, and customer service skills.
- Manage continuous learning and development programs for existing staff to improve performance, compliance, and quality.
- Monitor, evaluate, and report on training effectiveness, ensuring programs align with business needs and KPIs.
- Collaborate with operations and quality to identify training needs and performance gaps.
- Coach and mentor trainers and team lead to maintain consistent training standards.
- Maintain training schedules, records, and reporting.
- Ensure compliance with industry standards, regulations, and internal policies.
- Introduce innovative training methodologies (e.g., e-learning, simulations, blended learning) to improve engagement and retention.
- Strong facilitation and presentation skills, with the ability to train diverse groups
- Ability to adapt training content across multiple programs/accounts
- Proficiency in training needs analysis, content development, and evaluation of training effectiveness
- Have strong learning ability, error correction ability and question-answering ability, and good presentation skills.
- Familiar with the composition of the training system and proficient in making various types of training materials.
Skills Required
- Minimum 2 years of experience as a Training Manager in a BPO or contact center environment
- Experience in a similar e-commerce or marketplace industry in a BPO environment
- English B2 proficiency for bilingual campaigns
- English B1 proficiency for semi-bilingual campaigns
- Strong facilitation and presentation skills
- Ability to adapt training content across multiple programs or accounts
- Proficiency in training needs analysis, content development, and evaluation of training effectiveness
- Ability to create various types of training materials
- AI proficiency and data literacy
What We Do
Teleperformance is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.
