Assistant Manager – Training & Development

About the Role
Abacus is looking for a passionate Assistant Manager – Training to lead learning initiatives for our growing BPO/Call Center operations. You’ll design and deliver impactful training programs to enhance agent performance, improve customer experience, and support organizational goals.

Key Responsibilities

• Lead new hire, process, product, and soft skills training.
• Conduct Training Needs Analysis (TNA) to address performance gaps.
• Drive training KPIs: certification, nesting success, retention.
• Coach & mentor trainers for consistent quality delivery.
• Collaborate with Operations, Quality & Clients on training content.
• Track & report training effectiveness with data-driven insights.

Ideal Candidate

• 4–6 years in BPO/Call Center Training & Development.
• 2+ years in a supervisory or assistant manager training role.
• Strong facilitation, coaching & people development skills.
• Proven success in agent readiness & training ROI.
• Excellent communication & stakeholder management.
• Bachelor’s in HR, Business, Education, Psychology (I/O) or Communications; Master’s/MBA preferred; TTT/L&D certifications a plus.

Why Join Us?

• Shape the learning culture of a leading BPO.
• Exposure to global clients & diverse processes.
• Career growth in a dynamic, growth-focused environment.

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

Application Questions:

• Have you led a team of trainers/coordinators?
• Designed/delivered training for a BPO/call center?
• Conducted TNA & closed performance gaps using data?

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Job Type: Full-time

Pay: Rs150,000.00 - Rs200,000.00 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