Associate Training Manager

About the role

The Associate Training Manager will lead a team of communication coaches and trainers in a fast‑changing environment. You will be responsible for designing, delivering and continuously improving training programs that support both internal operations and client expectations.

Key responsibilities

• Motivate, develop and mentor a group of trainers and communication coaches.
• Plan and execute initial training, refresher sessions and surge‑capacity initiatives.
• Draft and manage achievement‑driven incentive plans for the training team.
• Prepare and present SLA/KPI dashboards and reports for internal and external reviews.
• Lead governance and escalation calls with clients, ensuring smooth closure of escalated engagements.
• Collaborate with Quality and Operations teams to improve floor performance.

Required profile

• Minimum 8 years of experience in a training function, including at least 1 year in a managerial or AM Training role.
• Strong command of spoken and written English.
• Experience in international voice processes, preferably within the telecom sector.
• Ability to work in a 24 × 7 environment and handle high‑volume periods.

Required skills

What we offer

• Opportunity to lead a dynamic training team in a global contact‑center environment.
• Competitive compensation and performance‑based incentives.
• Professional development and career growth pathways.