About The Role

E1 to E2

Or

P5 to P6

Last two PMS rating 3 and above
Overall, 10 years’ experience
No Warning Letter issued in the past 6 months
Mandatory E-learning courses certified wherever applicable
Position Overview
We are looking for an experienced Training Manager with 7+ years of experience in training and learning operations within the e-commerce/BPO industry. The role will lead end-to-end training delivery, capability development, performance improvement, and learning governance for customer-facing operations. The ideal candidate should be comfortable working in a high-volume, metric-driven environment and partnering with Operations, Quality, HR, and Business stakeholders.
Key Responsibilities
Own end-to-end training operations for e-commerce customer support processes across voice, chat, email, or blended channels.
Lead the design, planning, and execution of New Hire Training, Refresher Training, Upskilling, Cross-skilling, and Continuous Learning programs.
Manage and mentor a team of Trainers, SMEs, and learning resources; set performance expectations and conduct regular reviews.
Develop training plans, calendars, lesson plans, facilitator guides, assessments, knowledge checks, and learning interventions aligned with business requirements.
Analyze operational performance metrics such as CSAT, DSAT, AHT, FCR, productivity, quality, adherence, and time-to-proficiency to identify learning gaps.
Partner with Operations and Quality teams to identify performance gaps and implement targeted coaching and training interventions.
Drive training effectiveness using frameworks such as ADDIE, Adult Learning Principles, and the Kirkpatrick Model.
Track training KPIs including training completion, nesting performance, certification, pass percentage, early-tenure performance, and time-to-proficiency.
Conduct Training Needs Analysis (TNA) and translate business requirements into measurable learning solutions.
Ensure consistent process and product knowledge dissemination through SOPs, process updates, knowledge assessments, and governance mechanisms.
Create and present training dashboards, MIS, productivity reports, learning effectiveness reports, and business reviews to senior stakeholders.
Collaborate with HR and Recruitment teams on hiring profiles, assessments, onboarding readiness, and batch planning.
Identify high-potential associates and build development programs, cross-skilling initiatives, and career-readiness interventions.
Drive trainer capability-building through Train-the-Trainer programs, calibration, audits, observations, and coaching.
Use digital learning tools, LMS platforms, AI-enabled learning solutions, and multimedia content to improve learner engagement and scalability.
Ensure compliance with client, organizational, data-security, and process-training requirements.

Key Performance Indicators (KPIs)
Training throughput and batch closure
New-hire certification and assessment pass rate
Nesting and early-tenure performance
Time to proficiency
Training effectiveness and knowledge retention
CSAT/DSAT and Quality improvement attributable to learning interventions
AHT and productivity improvement
Trainer productivity and utilization
Training adherence and governance compliance
Learning intervention impact and stakeholder satisfaction

Required Qualifications & Experience
Minimum 7 years of relevant experience in Training & Development/Learning Operations, preferably in an e-commerce BPO or customer experience environment.
Graduate degree required; MBA/PGDM in HR, Marketing, Finance, Operations, or a related discipline is preferred.
Strong experience managing Trainers and end-to-end training operations.
Hands-on experience with e-commerce/customer support processes and BPO performance metrics.
Proven experience in New Hire Training, nesting, refresher training, coaching, and performance improvement.
Strong understanding of TNA, instructional design, facilitation, assessment design, and learning effectiveness measurement.
Advanced proficiency in MS Excel/PowerPoint and ability to build and interpret training dashboards and reports.
Experience with LMS platforms and digital/AI-enabled learning tools is an advantage.

Core Competencies
Leadership & People Management
Training Facilitation & Coaching
Stakeholder Management
Data Analysis & Business Acumen
Instructional Design
Problem Solving & Decision Making
Communication & Presentation
Change Management
Project Management
Customer Experience Orientation

Preferred Industry Exposure
E-commerce and online retail
BPO/KPO and customer experience
Voice, chat, and email support operations
Order management, payments, logistics, returns, refunds, and marketplace support
Bachelor's degree in Training and Development, Human Resources, or a related field.
Minimum 5 years of experience in a training management role, preferably in a technology or consulting firm.
Proven track record of designing and delivering effective training programs with a focus on BPM or related domains.
Excellent communication and presentation skills, with the ability to engage and motivate diverse audiences.
Strong leadership and mentoring abilities, with a passion for developing and nurturing talent.
Proficiency in using learning management systems and e-learning platforms for training delivery.
Analytical skills to evaluate training program effectiveness and make data-driven improvements.
Ability to work collaboratively across departments and build strong working relationships.
Flexibility to adapt to changing training needs and priorities, ensuring timely delivery of training initiatives.