Job Description – Training Head
Company: Ocube Services Private Limited
Job Title: Training Head
Department: Learning & Development
Reporting To: CEO
Job Location: Noida
Employment Type: Full-Time
Job Summary
Ocube Services Private Limited is looking for an experienced and dynamic Training Head to lead the Learning & Development function for our Contact Center operations. The ideal candidate should have extensive experience in the BPO/ITES or Contact Centre industry, including managing international voice and non-voice processes, with exceptional communication, leadership, and stakeholder management skills.
The Training Head will be responsible for designing and implementing training strategies, leading the training team, driving employee capability development, and ensuring operational excellence through continuous learning initiatives.
Key Responsibilities
Training Strategy & Leadership
- Develop and implement the organization's Learning & Development strategy.
- Lead, mentor, and manage the Process Trainer team.
- Align training initiatives with business objectives and client requirements.
- Drive a culture of continuous learning and performance improvement.
New Hire Training
- Oversee induction and process training programs for new hires.
- Ensure all new employees are certified before moving to operations.
- Monitor training quality and effectiveness.
Learning & Development
- Design and implement learning frameworks for employees across all levels.
- Develop leadership development and career progression programs.
- Create succession planning and capability-building initiatives.
Process & Product Training
- Ensure timely rollout of process updates, SOP revisions, and client-specific training.
- Collaborate with Operations and Quality teams to identify training needs.
Communication & Soft Skills
- Develop communication, customer service, and behavioral training programs.
- Enhance spoken English, business communication, and customer interaction skills for employees handling international clients.
Performance Improvement
- Analyze quality reports, customer feedback, and performance metrics to identify skill gaps.
- Develop action plans and coaching programs to improve employee performance.
- Conduct Train-the-Trainer (TTT) sessions and coaching interventions.
Content Development
- Oversee the creation and maintenance of training manuals, SOPs, presentations, assessments, and e-learning content.
- Ensure all training materials remain updated and aligned with business needs.
Stakeholder Management
- Partner with HR, Operations, Quality, Clients, and Senior Leadership to ensure training effectiveness.
- Present training performance, KPIs, and improvement initiatives to management.
Training Analytics & MIS
- Monitor training effectiveness through assessments, productivity, quality scores, and employee feedback.
- Prepare monthly training dashboards and reports for leadership review.
Required Qualifications
- MBA/PGDM or Graduate with relevant Training/Learning & Development certifications.
- 10–15 years of experience in the BPO/ITES or Contact Center industry.
- Minimum 5 years of experience leading Training/L&D teams.
- Mandatory experience handling international voice and/or non-voice processes.
Required Skills
- Excellent verbal and written communication skills.
- Outstanding command of spoken English.
- Strong leadership and people management abilities.
- Expertise in adult learning principles and instructional design.
- Strong presentation and facilitation skills.
- Excellent analytical and problem-solving capabilities.
- Experience with Learning Management Systems (LMS), Microsoft Office, and training analytics.
- Ability to work in a fast-paced, performance-driven environment.
Preferred Candidate Profile
- Proven experience leading training functions for international BPO/contact center operations.
- Experience managing multiple training batches and large teams.
- Strong stakeholder management and client-facing experience.
- Expertise in communication, behavioral, and leadership training.
- Immediate joiners will be preferred.
Key Performance Indicators (KPIs)
- New Hire Certification Rate
- Training Effectiveness Score
- Post-Training Productivity Improvement
- Quality Score Improvement
- Customer Satisfaction (CSAT) Improvement
- Employee Learning Completion Rate
- Refresher Training Compliance
- Trainer Utilization
- Training Cost Optimization
- Stakeholder Satisfaction
- Employee Retention After Training
- Overall Training ROI
Preferred Industry Experience
- BPO
- Contact Center
- ITES
- International Voice Process
- International Non-Voice Process
- Customer Experience (CX)
Pay: ₹1,500,000.00 - ₹2,200,000.00 per year
Work Location: In person
