Firstsource is a leading global provider of outsourced business processes

with an impressive roster of marquee clients. The company was founded in

2001 and has grown rapidly to become a publicly-listed company with over
$400 million in annual revenues and more than 25,000 employees
worldwide. Firstsource has recently reorganized to accommodate this
growth and a key element of this reorganization strategy has been the
creation of SBUs to focus on the four growth engines of its business –
BFSI, Telecom & Media, Healthcare and the Asian region.
With over $100 million in annual revenues and over 3,400 employees
across the US, UK, India and Philippines, the BFSI SBU is a key growth
engine for Firstsource. This unit works for a number of clients including the
largest UK bank and mortgage lender, one of the Top 3 UK motor insurers,
and 8 of the Top 10 US credit card issuers, providing a range of contact
center and industry- specific back-office processing services such as
account opening, mortgage servicing, retail banking reconciliations,
insurance policy administration and debt collection services.
We are seeking dynamic individuals who are passionate about delivering
exceptional results!
Training Manager
Position Purpose
The holder of this role is responsible for setting up of the training resources
& infrastructure, identifying training needs and meeting training
requirements, thus contributing to the successful operation of the Contact
Center and maximizing service delivery to our customers.
Key Accountabilities and Responsibilities
• Responsible for creating a learning environment across the
organization.
• Develop and implement training & development process for all
employees including new recruits.
• Effectively identifying training needs for all employees and
sketch out the training calendar/schedules.
• Design training module, develop training material, ensure
delivery of training programs and complete logistics management for
the programmes.
• Managing relationship with vendors such as external trainers,
training institutes, e-learning companies.To meet & evaluate Training
vendors, assess content & facility; modify to make it more relevant
and cost effective
• Liase with Operations and improvise training delivery
mechanism and effectiveness
• To periodically conduct reviews and track performance of
trainers and perform the role of a facilitator
• Evaluate effectiveness of training and identify re- training
needs.
• Conduct Train the Trainer Programmes’s.
• Identifying and recruiting AM’s, trainers, training coordinators
and communication coaches.
• Periodically liase with clients for implementing programmes
evaluating training and for requirements to
• be planned and implemented with new ramps..
• To plan refresher training for CSA on Customer Service, Voice
& Accent, Soft Skills. To work closely with operations & quality to
ensure training is effective.
• Co-ordinate with other centers to share best practices,
continuous improvement of modules, delivery.
• Implement cost effective Training by increasing percentage of
In house training.
• To measure training effectiveness, monitor and track Nesting.
• To ensure complete success rate for agents going live for
different processes.
• Track Attrition at every level and develop methods on
countering attrition.
• Analyze Yield from both Process & Pre Process and work on
improving them.
• Arrange for refresher program after evaluating CSAT scores.
• Maintain training resources and records, manage training MIS
and feedback.
Knowledge and Skills (Essential)
• Excellent communication & presentation skills.
• Planning and Execution skills.
• Ability to conceptualize and design content.
• Ability to proactively identify current and future needs of the
Center.
• Good Interpersonal skills and analytical skills
• Self-driven and Assertive
Educational / Professional Qualification (Essential/Desired)
• Graduate/Postgraduate with 7 - 9 years experience
• Relevant Experience in Training Management
• Coordination and facilitation skills desirable.