Role: CC- Training Manager
About the team:
A Myntra Contact Center Training Team is a specialized group within an organization
responsible for designing, delivering, and managing training programs for outsourced partner
contact centers. These training programs are crucial for ensuring that partner organizations
have the necessary skills, knowledge, and resources to represent the company effectively and
provide high-quality customer service.
Training Strategy and Planning:
● Develop and execute a comprehensive training strategy for partner contact centers,
aligning training initiatives with our company's customer service goals.
● Identify key performance indicators (KPIs) and metrics to measure the impact and
effectiveness of partner training programs.
Training Program Development:
● Liaison with the internal content team to design and develop customized training
programs, materials, and resources that cater to the unique needs and requirements of
partner contact centers.
● Liaison with the internal content team to create engaging and interactive training content,
including e-learning modules, workshops, and documentation.
Training Delivery and Facilitation:
● Oversee the delivery of training programs at partner contact centers executed through
various channels, including virtual classrooms, in-person sessions, and self-paced e-
● Collaborate with internal stakeholders to understand training requirements and the
outcome intended. Design training solutions to fix errors and ensure effective execution.
Performance Assessment and Improvement:
● Monitor and evaluate partner contact center performance to assess the effectiveness of
training programs through regular evaluations conducted weekly, monthly, quarterly and
● Implement improvements and enhancements to training content and delivery methods
based on feedback and data-driven insights.
● Build and maintain strong relationships with partner contact center organizations,
fostering collaboration and alignment on training initiatives.
● Collaborate with cross-functional teams to ensure that partner training aligns with overall
customer service strategies.
Knowledge Transfer and Onboarding:
● Facilitate smooth onboarding and knowledge transfer processes for new partner contact
centers joining our network.
● Ensure that partners are well-prepared to represent our brand, deliver exceptional
customer experiences, and meet performance expectations.
Reporting and Analytics:
● Work with the MIS and analytics team to generate and analyze training-related reports
and metrics to measure partner contact center performance and the impact of training
● Provide regular updates and insights to leadership.
● Collecting feedback from partner contact center agents and supervisors to continuously
improve training content and methods.
● Periodic training needs assessments needs to be conducted to identify new and evolving
● Liaison with the training content team in restructuring the curriculum and content based
on evaluations and learnings.
● Pilot initiatives and ideas, towards learning curve reduction and improving training
efficacy measured through specific performance metrics
Adherence to Partnership Agreements
● Ensuring that partner contact centers comply with the terms and conditions outlined in
partnership agreements (MSA), including training requirements.
● Bachelor's degree in any field.
● 8 to 10 years of overall experience, with 6 to 8 years of experience in training and
development, preferably within a contact center or customer service environment. This
should include experience designing and delivering training programs.
● 2 years of team management experience.
● Experience in contact center partner management will be an added advantage.
● Strong strategic planning and program management skills
● Excellent presentation and communication skills.
● Strong interpersonal skills for building and maintaining relationships with partner
organizations, internal teams, and stakeholders.
● The ability to analyze training data, performance metrics, and feedback to drive
● The contact center environment is dynamic, so adaptability to change and the ability to
stay updated with industry trends and training methodologies is essential.
● Understanding of technology used in training and learning management systems (LMS)
● Ability to collaborate effectively with cross-functional teams and external partners.
● Training and development-related certification will be an added advantage.
● Should have an understanding of learning principles and theories and a basic
understanding of learner psychology.
● Open to travel to partner contact center for performance review and relationship
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