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Job Title: Training & Development Executive – Customer Service

Location: Call Centre Office, DLE Industrial Area, Kirti Nagar, New Delhi –

Employment Type: Full-time

Department: Customer Experience / Operations

About the Role

We are looking for a dynamic and experienced Training & Development Individual to train and coach customer service associates on effective communication, call handling, customer interactions, and process knowledge. The role involves developing training modules and ensuring service quality across inbound and outbound customer engagement.

Key Responsibilities

• Conduct training sessions for new customer service associates on voice & accent, communication skills, and customer interaction etiquette.
• Train team members on call handling techniques, email/chat response writing, objection handling, and soft skills.
• Develop and maintain training materials, modules, scripts, and assessments.
• Monitor calls and provide constructive feedback through coaching sessions and refresher training.
• Evaluate associate performance during and after training through assessments and on-the-job evaluations.
• Work closely with Quality and Operations teams to identify training needs and performance gaps.
• Facilitate product/process training in line with business updates.
• Maintain detailed reports of training progress, effectiveness, and performance improvements.
• Ensure high training standards that align with company goals and customer satisfaction expectations.

Required Skills & Experience

• Education: Bachelor’s degree in any field (preferred: Communication, HR, Management or related field)
• Experience: 3+ years of experience in Training & Development within a BPO/Call Centre environment
• Excellent spoken and written English; knowledge of Hindi is mandatory
• Strong presentation and facilitation skills
• Ability to coach and motivate new team members
• Good understanding of customer service quality metrics (AHT, CSAT, Call Quality, etc.)
• Proficient in MS Office (PowerPoint, Excel, Word)

To apply, please send your resume to

SuperPe is an equal opportunity employer and welcomes candidates of all backgrounds to apply. We look forward to hearing from you!

Job Title: Learning & Development Specialist/Administrator

Location: Bengaluru, India

Department: Human Resources – Learning & Development

Reports To: L&D Manager

If this opportunity interests you, please share your updated resume to with below details.

Total Experience:

Relevant Experience:

Current CTC:

Expected CTC:

Notice Period:

Position Summary:

Computacenter is seeking a detail-oriented and proactive Learning & Development Administrator to support the delivery of learning initiatives across regions. This role involves close coordination with our master training vendor, managing end-to-end program logistics, overseeing learner experience, and maintaining accurate reporting on training effectiveness, participation, and compliance. The ideal candidate will have strong communication skills, a collaborative mindset, and a passion for continuous improvement in learning delivery.

Key Responsibilities:

Program Management & Coordination

• Manage end-to-end execution of learning programs, including scheduling, logistics, and stakeholder communication
• Coordinate closely with our master training vendor to ensure timely delivery and quality of workshops
• Monitor program timelines, attendance, and completion status

New Employee Induction

• Conduct and manage new employee induction for new hires in India
• Ensure induction modules are delivered consistently and effectively
• Collect and analyze feedback to enhance the experience

Learning Experience & Feedback

• Own the learner experience across all programs, ensuring engagement and relevance
• Collect, analyze, and report on learner feedback to inform program improvements
• Collaborate with facilitators and internal teams to enhance content and delivery

Training Reporting

• Periodic reports on training effectiveness, participation, and compliance
• Ensure data accuracy and support audit requirements

LMS Administration

• Manage content and user experience on the Learning Management System (LMS)
• Collaborate with internal teams to enhance LMS functionality and reporting

Stakeholder Communication

• Present program updates and insights to internal and external stakeholders
• Work with internal Communications to develop and share learning communications

Continuous Improvement

• Stay informed on L&D trends and best practices
• Actively seek feedback and contribute to the evolution of learning strategies
• Support innovation in learning design and delivery

Qualifications & Experience:

• Bachelor’s degree in Human Resources, Communications, Psychology, Education , or a related field
• Minimum of 7 years of total work experience , with at least 4 years in core L&D roles
• Experience working in a multi-regional or cross-cultural environment
• Hands-on experience with Learning Management Systems (LMS)
• Strong organizational, coordination, and stakeholder management skills
• Excellent verbal and written communication; confident presenter
• Proficiency in MS Office (Excel, PowerPoint) and data reporting tools
• Demonstrated openness to learning, feedback, and collaboration

1. Job Purpose:-

To drive people capability building and talent management initiatives across the organization through structured frameworks, robust processes, and data-driven insights. Responsible for enabling growth, sustainability, governance, and people centricity via training, SOP development, talent journeys, and project delivery.

2. Key Result Areas (KRAs) and Responsibilities:-

A. Growth & Capability Building

• Develop, execute, and continuously improve the POC Framework.
• Conduct Training Need Analysis (TNA), Training Need Identification (TNI), and deliver training interventions.
• Map training plans to business requirements and maintain a capability dashboard.
• Drive training throughput and ensure execution.
• Maintain and update records – dashboards, calendars, reports.
• Ensure closure of training milestones as per defined schedules.
• Adhere to SOPs and enable organisational process improvements.
• Develop, implement, and monitor adherence to new/existing processes and SOPs.
• Drive alignment meetings and internal communication with trainers.

B. Projects and Innovation

• Lead projects such as:
• Development of sales models and modules.
• Design and implementation of LMS & automation for training and operational processes.
• Rollout of engagement platforms.
• Support franchise onboarding and career progression programs across corporate and business units.

C. Talent Management & Employee Journey

• Manage employee lifecycle mapping and progression frameworks.
• Skill mapping and optimising talent using OSM (Organisation Structure Mapping).
• Design, execute and monitor career progression and IJP (Internal Job Posting) avenues.
• Foster retention through Individual/Organizational Development Planning (IDP/ODP/ADP).

D. Learning Journey

• Curate and update service training modules for internal/external stakeholders.
• Conduct audits to measure training delivery quality.
• Ensure TTT (Train-the-Trainer) programs are regularly conducted.
• Track trends and innovations for module enhancement.

E. Governance & Compliance

• Oversee POC operational processes and program adherence.
• Ensure preparation, adherence, and review of key documents (CPP, MAS, requisition, and hierarchy sheets).
• Lead the design and implementation of organizational SOPs and compliance processes.
• Organize regular townhalls and coordinate timely report submissions.

F. People Centricity & Organizational Development

• Champion people alignment and organizational goals.
• Create and implement career progression paths.
• Drive mutual alignment through escalations management, redressal committees, and sign-off processes.
• Support franchisee structure alignment and drive operational effectiveness at outlet level.

G. Stakeholder/Team Management

• Facilitate team education, skill development, and performance review.
• Upskill internal and external trainers/teams according to the framework.
• Timely talent recognition and remedial planning.
• Drive cross-functional team alignment and performance enhancement.

3. Key Performance Indicators (KPIs)

• % completion of capability building initiatives vs. plan
• Training attendance and throughput metrics
• Adherence to SOP and reporting deadlines
• Employee retention and internal movement statistics
• Timeliness and quality of career pathing and progression frameworks
• Stakeholder feedback: satisfaction and engagement scores

4. Short-/Mid-/Long-Term Milestones

(Illustrative only; refer to Milestones worksheet for full list)

• Short Term: Conduct Tell Me sessions, daily hygiene re-implementation, team KRA/KPI setting, corporate CPP framework design.
• Mid Term: Rework and alignment of training modules, mapping skill-designation alignment, mentor-buddy system post-NHOP.
• Long Term: Expansion of trainers through IJP, master module development for leadership, L&D perspective integration.

5. Requirements

• Education: Graduate in HR, Business Administration, or relevant field; specialized certifications in L&D/Talent Management preferred.
• Experience: 4-7 years in Learning & Development, Talent Management, or Capability Building roles; prior experience with SOP/process development required.
• Skills:
• Strong planning, project management, and documentation abilities
• Excellent communication, stakeholder management, and facilitation skills
• Data-driven, strong on process orientation
• Ability to develop and implement digital training tools

6. Key Relationships

• Internal: All business verticals (Salon, Skin, Clinic, Ops, etc.), Trainers, Business Heads, Corporate HR
• External: Franchise partners, Training vendors, Automation/LMS providers

7. Success Profile

• Consistently meets or exceeds defined KRAs and KPIs
• Proactive in driving business-linked interventions
• Recognised for outstanding organizational value contribution
• Demonstrated ability to enable sustainable capability building

Working Days:- 6 Days ( Sunday Off)

Location:- Koramangala, Bangalore

This is a remote position.

We are seeking an experienced Freelance Trainer with strong expertise in SFW (Mobileum) PS Core Operations & Maintenance . The ideal candidate should have hands-on experience in Packet Core networks and Mobileum platforms, and be capable of delivering structured, practical training sessions to technical teams.

Deliver end-to-end training on SFW (Mobileum) PS Core Operations & Maintenance .

Explain Packet Core architecture, protocols, and integration points.

Conduct hands-on labs, real-time scenarios, and troubleshooting exercises.

Develop comprehensive TOC (Training Outline) and supporting training materials.

Mentor trainees and evaluate progress during sessions.

Strong expertise in PS Core Operations (SGSN, GGSN, MME, SGW, PGW, HSS, PCRF) .

In-depth knowledge of Mobileum SFW platform .

Hands-on experience with 4G/5G Core network operations & maintenance .

Proficiency in networking protocols (GTP, Diameter, Radius, SS7, SIP, SMPP) .

Experience with Linux/Unix environments & shell scripting .

Troubleshooting, monitoring, and performance analysis of Packet Core networks.

Strong communication, presentation, and training delivery skills.