Verified Job
Customer Support / TeleCaller
Training Head - BPO
Customer Support / TeleCaller
#676968
Remote / WFH
Job Description
Job Title: Head – Training (BPO Domain)
Department: Learning & Development / Operations
Location: Pune
Reporting To: Operations Head / Site Head / COO
Experience: 5+ years of experience in Training
Role Overview
The Head of Training is responsible for designing, leading, and executing end-to-end training strategies across the BPO operation. The role ensures new hires and existing employees are equipped with the right skills, knowledge, and behaviors to meet client expectations, achieve performance targets, and drive continuous improvement.
Key ResponsibilitiesTraining Strategy & Leadership
• Define and execute the overall training strategy aligned with business goals and client SLAs.
• Build scalable training frameworks for new hire training (NHT), refresher training, cross-skilling, and upskilling.
• Lead, mentor, and manage the training team (trainers, QA, SMEs).
New Hire & Process Training
• Oversee induction, voice & accent, communication, product/process, compliance, and systems training.
• Ensure training readiness before go-lives and new process transitions.
• Collaborate with Operations and Transition teams during new client onboarding.
Quality, Performance & Continuous Improvement
• Partner with QA and Operations to analyze performance gaps and define training interventions.
• Drive improvements in KPIs such as AHT, CSAT, FCR, quality scores, and productivity.
• Implement coaching frameworks and floor support models.
Content Development & Innovation
• Own creation and updating of training materials, SOPs, assessments, simulations, and certifications.
• Introduce innovative learning methods (blended learning, e-learning, LMS, gamification).
• Ensure all training content is compliant with client, regulatory, and internal policies.
Stakeholder & Client Management
• Act as a training SPOC for clients during audits, calibrations, and reviews.
• Present training metrics, effectiveness reports, and improvement plans to leadership and clients.
• Work closely with HR on talent development, career paths, and succession planning.
Governance & Metrics
• Track training effectiveness through assessments, certifications, and post-training performance.
• Manage training budgets, schedules, and capacity planning.
• Ensure documentation, audit readiness, and process adherence.
Key Skills & Competencies
• Strong understanding of BPO operations (Voice/Non-Voice, Domestic/International).
• Expertise in adult learning principles and instructional design.
• Excellent stakeholder management and leadership skills.
• Strong analytical ability to link training outcomes with business performance.
• High proficiency in communication, presentation, and facilitation.
Preferred Qualifications
• Graduate/Postgraduate (MBA/PGDM preferred).
• Certified trainer or L&D certification (added advantage).
• Experience in BFSI or Tech Support BPOs preferred.
Success Metrics
• Reduction in nesting failures and early attrition.
• Improvement in quality and productivity KPIs.
• Training effectiveness scores and certification success rates.
• Positive client and internal stakeholder feedback.
Job Type: Full-time
Pay: ₹50,000.00 - ₹60,000.00 per month
Work Location: In person
Department: Learning & Development / Operations
Location: Pune
Reporting To: Operations Head / Site Head / COO
Experience: 5+ years of experience in Training
Role Overview
The Head of Training is responsible for designing, leading, and executing end-to-end training strategies across the BPO operation. The role ensures new hires and existing employees are equipped with the right skills, knowledge, and behaviors to meet client expectations, achieve performance targets, and drive continuous improvement.
Key ResponsibilitiesTraining Strategy & Leadership
• Define and execute the overall training strategy aligned with business goals and client SLAs.
• Build scalable training frameworks for new hire training (NHT), refresher training, cross-skilling, and upskilling.
• Lead, mentor, and manage the training team (trainers, QA, SMEs).
New Hire & Process Training
• Oversee induction, voice & accent, communication, product/process, compliance, and systems training.
• Ensure training readiness before go-lives and new process transitions.
• Collaborate with Operations and Transition teams during new client onboarding.
Quality, Performance & Continuous Improvement
• Partner with QA and Operations to analyze performance gaps and define training interventions.
• Drive improvements in KPIs such as AHT, CSAT, FCR, quality scores, and productivity.
• Implement coaching frameworks and floor support models.
Content Development & Innovation
• Own creation and updating of training materials, SOPs, assessments, simulations, and certifications.
• Introduce innovative learning methods (blended learning, e-learning, LMS, gamification).
• Ensure all training content is compliant with client, regulatory, and internal policies.
Stakeholder & Client Management
• Act as a training SPOC for clients during audits, calibrations, and reviews.
• Present training metrics, effectiveness reports, and improvement plans to leadership and clients.
• Work closely with HR on talent development, career paths, and succession planning.
Governance & Metrics
• Track training effectiveness through assessments, certifications, and post-training performance.
• Manage training budgets, schedules, and capacity planning.
• Ensure documentation, audit readiness, and process adherence.
Key Skills & Competencies
• Strong understanding of BPO operations (Voice/Non-Voice, Domestic/International).
• Expertise in adult learning principles and instructional design.
• Excellent stakeholder management and leadership skills.
• Strong analytical ability to link training outcomes with business performance.
• High proficiency in communication, presentation, and facilitation.
Preferred Qualifications
• Graduate/Postgraduate (MBA/PGDM preferred).
• Certified trainer or L&D certification (added advantage).
• Experience in BFSI or Tech Support BPOs preferred.
Success Metrics
• Reduction in nesting failures and early attrition.
• Improvement in quality and productivity KPIs.
• Training effectiveness scores and certification success rates.
• Positive client and internal stakeholder feedback.
Job Type: Full-time
Pay: ₹50,000.00 - ₹60,000.00 per month
Work Location: In person
