The ideal candidate should understand workforce capability development in a fast-paced service industry and be able to train teams on customer handling, product knowledge, broadband technology basics, installation processes, troubleshooting, service quality, and soft skills.

Key Responsibilities

1. Training Need Analysis & Capability Development

• Identify training needs across departments such as Sales, Customer Support, Field Installation, Technical Support, Network Operations, Collections, and Back Office teams.
• Conduct skill gap analysis through performance reviews, customer feedback, audit reports, and manager inputs.
• Prepare annual and monthly learning plans aligned with business growth and service quality goals.
• Build competency frameworks for different roles such as Sales Executive, Field Technician, Customer Support Executive, Team Leader, and Supervisors.
• Support employee upskilling and cross-functional development initiatives.

2. Designing Training Modules & Content

• Develop training modules, SOPs, manuals, presentations, videos, and process guides for various teams.
• Design induction programs for new hires covering company policies, products, service standards, and work processes.
• Create technical training content on:
  • Broadband products and plans
  • Fiber / FTTH basics
  • Router and modem setup
  • Installation standards
  • Troubleshooting processes
  • Ticketing systems / CRM tools
  • Network downtime escalation process
• Design customer service and soft skills training on:
  • Call handling
  • Complaint resolution
  • Communication skills
  • Upselling / cross-selling
  • Customer retention
  • Email etiquette
  • Service recovery
• Prepare assessment tools, quizzes, case studies, role plays, and refresher materials.

3. Conducting Training Programs

• Deliver classroom, virtual, and on-the-job training sessions for employees and new joiners.
• Conduct induction training for Sales, Support, and Technical teams.
• Train field technicians on installation standards, customer interaction, and service quality.
• Conduct product knowledge training whenever new plans, offers, or services are launched.
• Run refresher sessions for underperforming teams based on KPI gaps.
• Facilitate leadership and supervisory development sessions for team leads and managers.
• Evaluate participant learning through tests, observations, certifications, and post-training reviews.

4. Coordination with External Vendors for Training

• Coordinate with external trainers, consultants, and institutes for specialized training programs.
• Identify vendors for technical certifications, leadership training, behavioral training, and telecom skill development.
• Manage vendor onboarding, commercial discussions, proposals, and contracts.
• Ensure external training programs meet business and operational requirements.
• Build a strong panel of training partners for future requirements.

5. Identifying External Trainers / Institutes / Training Centres

• Research and shortlist reputed institutes, trainers, academies, and telecom training centers.
• Coordinate with trainers for programs related to:
  • Fiber technology
  • Networking basics
  • Customer service excellence
  • Leadership development
  • Advanced Excel / productivity tools
  • Safety training
• Compare program quality, pricing, trainer expertise, and certifications before finalization.
• Evaluate trainer effectiveness through feedback and measurable outcomes.

6. Training Calendar, Venue & Logistics Coordination

• Prepare and publish monthly / quarterly training calendars for all departments.
• Coordinate training schedules with department heads to avoid operational disruptions.
• Arrange training rooms, projectors, laptops, internet connectivity, training kits, and refreshments.
• Manage attendance, nominations, communication, reminders, and training records.
• Coordinate travel and stay arrangements for external trainers when required.
• Ensure seamless execution of every training program.

7. Quality, Productivity & Performance Training

• Support improvement of key business metrics through focused training interventions.
• Conduct training programs aimed at improving:
  • First Call Resolution (FCR)
  • Installation TAT
  • Complaint Closure TAT
  • Customer Satisfaction (CSAT)
  • Net Promoter Score (NPS)
  • Sales Conversion
  • Collection Efficiency
  • Technician Productivity
• Collaborate with operations teams to design action plans for performance enhancement.

8. Training Effectiveness & MIS Reporting

• Collect and analyze feedback after each session.
• Measure impact of training through productivity, quality scores, service levels, and employee performance.
• Maintain records of training hours, participation, certifications, and completion status.
• Prepare monthly MIS reports and dashboards for management review.
• Recommend improvements in training content, delivery methods, and learning systems.

Required Skills & Competencies

• Strong training delivery and facilitation skills.
• Knowledge of broadband / telecom operations preferred.
• Understanding of customer service and field service processes.
• Content development and presentation skills.
• Excellent coordination and vendor management skills.
• Strong planning and scheduling ability.
• Good analytical and reporting skills.
• Ability to handle multiple locations / teams.
• Proficiency in MS Excel, PowerPoint, Word, and LMS tools.
• Good communication in English and regional language preferred.