Join our Team as a Training Manager (Customer & Technical Operations)

Location: Gurgaon (5 Days onsite)

Hours: UK Shift

About the role:

The Training Manager (Customer & Technical Operations) plays a critical role in elevating the capability, confidence, and performance of our frontline teams across Customer Operations and Technical Operations. Leading a team of dedicated trainers, this role ensures that every colleague, new and existing receives high‑quality onboarding, induction, skills development, and continuous learning that enables them to deliver award‑winning customer experiences.

What makes you a great fit:

• Proven experience leading and developing training teams across customer and technical operations.
  Strong capability in designing and delivering accurate, compliant, and high‑impact training programmes.

• Skilled in integrating AI, automation, and knowledge systems to improve accuracy, AHT, FCR, and colleague confidence.

• Data‑driven approach using performance insights to target skill gaps and improve operational outcomes.

• Effective partner to operational leaders, ensuring capability readiness and training aligned with business growth.

• Passionate about building a culture of learning, coaching, and continuous improvement.
  

Key responsibilities:

• Lead, develop, and inspire a team of trainers to deliver high‑quality onboarding, induction, and continuous learning programmes across Customer and Technical Operations.

• Build and execute a training strategy that supports business growth, operational excellence, and award‑winning customer service outcomes.

• Champion a culture of learning, coaching, and performance improvement across frontline teams and operational leadership.

• Oversee the design, delivery, and optimisation of training programmes covering technical knowledge, product expertise, systems capability, customer service behaviours, and regulatory compliance.

• Ensure training content is accurate, current, and aligned with product releases, system enhancements, operational change, and customer experience goals.

• Drive the integration of automation and AI tools into training and frontline workflows to improve speed, accuracy, and ease of customer support.

• Identify, map, and eliminate knowledge silos by ensuring critical information is centralised, accessible, and embedded into AI/knowledge platforms.

• Champion data‑driven learning that leverages AI insights and performance analytics to target skills gaps, reduce errors, and accelerate colleague proficiency, identify performance challenges and design training interventions that reduce Average Handling Time (AHT), decrease Time to Serve, and improve First Contact Resolution.

• Work closely with operational leaders to forecast training needs and ensure capacity, skills, and readiness align with business demand

• Act as a trusted advisor to senior leadership on colleague capability, training impact, and future skill requirements.

• Create clear KPIs and success metrics to measure training effectiveness, speed to competence, and impact on operational performance.

• Ensure all training activity complies with internal policies, telecoms regulations, and industry best practice.

Core Competencies

• Inspires, coaches, and develops a high‑performing training team, embedding a culture of learning, accountability, and continuous improvement.

• Builds and executes training strategies that align with business growth, operational needs, and customer experience goals.

• Designs, delivers, and continuously improves onboarding, induction, and ongoing training that is accurate, compliant, relevant, and tailored to both customer and technical operations.

• Integrates AI tools, automation, and centralised knowledge systems into training and frontline workflows to reduce AHT, improve accuracy, eliminate knowledge silos, and enhance colleague confidence.

• Uses insights, analytics, and operational data (AHT, FCR, CSAT, Time to Serve) to identify skills gaps, measure training impact, and target interventions that improve efficiency and customer outcomes.

• Builds strong partnerships with operational leaders, product teams, and senior stakeholders, acting as a trusted advisor on capability, readiness, and future skill requirements.

Desirable Qualification

• ATD CPLP/CPTD or ISTD L&D Certification

• Lean Six Sigma Green Belt (or higher)

• AI/Automation Certification (UiPath, Power Automate, or AI for Business)
  

Perks for our People:

• Holidays: 18 days annual leave, + 6 public holidays 

• Other Leave: 7 days casual leave, 7 days sick leave

• Development: In-House Training Academy

• Wellbeing: Mental Health support

Who we are:

Onecom is an award-winning provider of Communication Technology, trusted by UK organisations to deliver Simply Brilliant Customer Experiences.

ED&I:

We are committed to equity, diversity, and inclusion, and we encourage candidates to complete our equality monitoring form as part of the application process. Responses are anonymous and help inform our future initiatives.