1. Training Strategy & Planning

• Develop and implement annual training plans aligned with business objectives.
• Identify skill gaps and conduct training needs analysis (TNA) across teams.
• Create roadmaps for onboarding, upskilling, and leadership development programs.
   

2. Training Design & Development

• Develop training materials, manuals, assessments, and e-learning modules.
• Customize training content for customer service, call center operations, technical teams, and sales teams.
• Implement modern training approaches such as blended learning, microlearning, and simulations.
   

3. Training Delivery

• Conduct training sessions (classroom, virtual, and on-the-job) for new hires and existing employees.
• Ensure high engagement and interactivity during sessions.
• Coordinate with subject matter experts to deliver specialized training.
   

4. Quality & Performance Improvement

• Monitor training effectiveness using KPIs such as productivity, call quality, sales performance, and customer satisfaction.
• Collaborate with Quality Assurance teams to align training with QA findings.
• Continuously update training materials based on product updates, service enhancements, and feedback.

5. People Management

• Lead, coach, and develop a team of trainers and training coordinators.
• Schedule training sessions and manage training calendar.
• Ensure compliance with company policies and HR guidelines.
   

6. Cross-functional Collaboration

• Work closely with Operations, HR, Workforce, and Product teams to support business initiatives.
• Support new project launches, system implementations, and product rollouts with tailored training plans.