Assistant Manager – Training (BPO/Call Center)

About the Role

Abacus is looking for a passionate and dynamic Assistant Manager – Training to join our growing BPO/Call Center operations. The ideal candidate will be responsible for designing, delivering, and driving impactful training programs that enhance agent performance, uplift customer experience, and align with organizational goals.

Key Responsibilities

• Lead new hire, process, product, and soft skills training programs.
• Conduct Training Needs Analysis (TNA) and close performance gaps.
• Drive training effectiveness KPIs – certification, nesting success, and retention.
• Coach and mentor trainers and team members to ensure consistent quality.
• Collaborate with Operations, Quality, and Client teams to update training content.
• Monitor and report on training effectiveness with data-driven insights.

Ideal Candidate Profile

• 4–6 years of Training & Development experience in BPO/Call Center.
• At least 2 years in a supervisory/assistant manager training role.
• Strong expertise in facilitation, coaching, and people development.
• Proven record in managing agent readiness, nesting, and training ROI.
• Excellent communication, leadership, and stakeholder management skills.
• Bachelor’s degree (Master’s preferred) – Certifications in TTT/L&D a plus.

Why Join Us?

• Shape the learning culture of a leading BPO.
• Exposure to global clients & dynamic business processes.
• Growth-focused environment with career progression opportunities.

If you’re passionate about developing people, improving performance, and driving customer excellence—we’d love to hear from you!

Apply Now: Hassan.saleem@abacus-global.com

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Job Type: Full-time

Pay: Rs150,000.00 - Rs185,000.00 per month

Application Question(s):

• Have you managed or supervised a team of trainers or training coordinators before?
• Have you designed and delivered training programs specifically for a call center or BPO environment?
• Do you have experience conducting Training Needs Analysis (TNA) and using data to close performance gaps?

Work Location: In person

Application Deadline: 07/09/2025