Trainer TL

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Trainer – (TL level) Hyderabad
The Training lead is responsible for the development and execution of all learning and
development initiatives for the company's employee digital marketing operations. This role
will lead a team of training professionals to create and deliver impactful training programs
that directly support business objectives enhance employee performance and ensure
exceptional client experiences. The training lead will be accountable for key training
metrics and will serve as a critical partner to operations leadership.
Essential Duties and Responsibilities:
Training Strategy & Management: Develop implement and manage a comprehensive
training strategy that addresses new hire training continuous upskilling and performance
improvement for all operational teams.
Team Leadership: Supervise and mentor a training leadership team. Manage team
performance set departmental goals and foster a culture of professional growth and
accountability.
Curriculum Development & Delivery: Oversee the entire instructional design process
from needs analysis to content creation and delivery. Ensure all training materials and
methodologies are aligned with adult learning principles and business requirements.
Performance Measurement & Analysis: Establish and maintain key performance
indicators (KPIs) for the training function. Analyze training data to ensure effectiveness
with a primary focus on: Throughput of new hire batches.
Case sentiment scores of trained employees.
Quality scores directly related to client experience.
Stakeholder Collaboration: Partner with cross-functional leadership including
Operations Quality Assurance and Client Services to identify performance gaps and
design targeted training interventions.
Budget & Resource Management: Manage the training department's budget and
resources effectively to maximize the impact of all learning initiatives.
Client Management: Serve as a key point of contact for clients regarding training
initiatives. You will consult with clients to understand their specific needs and goals
present training strategies and report on the impact of training on their business
outcomes. You'll ensure our training programs are not only effective internally but also
aligned with client expectations and requirements.
Compliance & Standards: Ensure all training programs and procedures adhere to
company policies and industry best practices. Maintain accurate training records and
documentation.
Required Qualifications:
Education: A graduate degree from an accredited institution is required.
Experience: A minimum of 6 to 8 years of progressive leadership experience in a
training and development role within the BPO or contact center industry.
Demonstrated experience managing a large-scale training function.
Proven track record of developing and implementing training strategies that directly
impact operational KPIs including quality throughput and client satisfaction.
Experience in the digital marketing or related tech support industry is highly preferred.
Skills: Exceptional leadership and team management abilities.
Deep expertise in instructional design and adult learning theory.
Strong analytical skills with the ability to interpret data and make data-driven decisions.
Excellent written and verbal communication skills.
Ability to thrive in a fast-paced high-pressure results-driven environment.