Associate Manager - Knowledge Management (Training)

As an Associate Training Manager, you will support the success of training and performance initiatives by assisting in the coordination and delivery of high-quality training programs. Your role helps ensure service excellence and customer satisfaction by working closely with training leadership, operations, and support teams.

Key Responsibilities

• Support the implementation of training programs across new hire and existing employee groups, ensuring alignment with performance and quality standards

• Assist in maintaining regular communication and coordination with internal stakeholders and client contacts regarding training schedules, updates, and outcomes

• Monitor training effectiveness through data analysis and feedback collection; contribute to the development of action plans to address knowledge or skill gaps

• Collaborate with Service Delivery, Quality, Operations Excellence, and other departments to identify performance trends and assist in delivering targeted training interventions

• Participate in planning and deploying training initiatives that support operational goals and business needs

• Support the evaluation of training programs and materials for effectiveness and relevance, and recommend improvements where necessary

• Assist in preparing and delivering reporting updates, performance summaries, and training metrics to internal stakeholders

• Help with onboarding, development, and day-to-day coordination of training team members as assigned, under the guidance of the Training Manager or Senior Leadership

Minimum Qualifications:

• Minimum of 3 years of BPO experience, including at least 1–2 years supporting or coordinating Sales Training and Development initiatives

• Proficient in MS Office applications: Excel, PowerPoint, Word, and Outlook

• Strong written and verbal communication skills

• Demonstrated ability to collaborate and build effective working relationships across teams and departments

• Professional demeanor with the ability to handle sensitive information with confidentiality and discretion

• Strong sense of responsibility, adaptability, customer service orientation, and a team-first mindset

• Exposure to or experience with coaching, mentoring, or supporting team development is a plus

All your information will be kept confidential according to EEO guidelines.