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Assistant Manager – Training
2 weeks ago
About the Role
Abacus is looking for a passionate Assistant Manager – Training to lead learning initiatives for our growing BPO/Call Center operations. You'll design and deliver impactful training programs to enhance agent performance, improve customer experience, and support organizational goals.
Key Responsibilities
- Lead new hire, process, product, and soft skills training.
- Conduct Training Needs Analysis (TNA) to address performance gaps.
- Drive training KPIs: certification, nesting success, retention.
- Coach & mentor trainers for consistent quality delivery.
- Collaborate with Operations, Quality & Clients on training content.
- Track & report training effectiveness with data-driven insights.
Ideal Candidate
- 4–6 years in BPO/Call Center Training & Development.
- 2+ years in a supervisory or assistant manager training role.
- Strong facilitation, coaching & people development skills.
- Proven success in agent readiness & training ROI.
- Excellent communication & stakeholder management.
- Bachelor's in HR, Business, Education, Psychology (I/O) or Communications; Master's/MBA preferred; TTT/L&D certifications a plus.
Why Join Us?
- Shape the learning culture of a leading BPO.
- Exposure to global clients & diverse processes.
- Career growth in a dynamic, growth-focused environment.
Apply Now:
Application Questions:
- Have you led a team of trainers/coordinators?
- Designed/delivered training for a BPO/call center?
- Conducted TNA & closed performance gaps using data?
Job Type: Full-time
Pay: Rs150, Rs200,000.00 per month
Application Question(s):
- Have you managed or supervised a team of trainers or training coordinators before?
- Have you designed and delivered training programs specifically for a call center or BPO environment?
- Do you have experience conducting Training Needs Analysis (TNA) and using data to close performance gaps?
Work Location: In person
Application Deadline: 23/09/2025
