Training and Development Executive

Job Summary
Mars BPO is seeking a motivated and experienced Training and Development Executive to join our dynamic team. This role is crucial in onboarding new call centre staff and supporting their ongoing professional growth. The successful candidate will be responsible for designing, delivering, and continuously improving training programs that equip our agents with the knowledge, skills, and confidence needed to provide outstanding customer service. At Mars BPO, we emphasize innovation, high performance, and a people-first culture, recognizing our employees as the cornerstone of our success.

Key Responsibilities
The Training and Development Executive will conduct comprehensive orientation and training sessions for new hires, covering essential topics such as company policies, product knowledge, soft skills, and operational workflows. You will be tasked with designing, updating, and maintaining a variety of training materials, including manuals, e-learning modules, and standard operating procedures (SOPs).

In addition to initial training, you will deliver refresher courses and upskilling programs tailored to both team and individual needs, ensuring continuous development. Evaluating the effectiveness of training initiatives through assessments, feedback, and performance data analysis will be a key part of your role.

Collaboration is essential; you will work closely with Quality Assurance and Operations teams to identify learning gaps and performance trends, enabling targeted interventions. Maintaining accurate training records and preparing detailed reports for management will also be part of your responsibilities.

To foster continuous improvement, you will introduce innovative training methods, tools, and learning technologies that enhance the overall learning experience and effectiveness.

Required Qualifications
Candidates should have at least two years of experience in training or learning and development, preferably within a BPO or call centre environment. Strong presentation, communication, and facilitation skills are essential to effectively engage and educate diverse groups.

The ability to manage multiple training programs simultaneously and adapt quickly to shifting priorities is important. Proficiency in Microsoft Office applications such as Word, PowerPoint, and Excel is required. Experience with Learning Management Systems (LMS) or e-learning platforms is a distinct advantage.

Analytical and problem-solving skills are necessary to assess training outcomes and address challenges. Flexibility to work night shifts, aligned with training schedules, is mandatory.

Preferred Qualifications and Benefits
A bachelor’s degree in Human Resources, Communications, Education, or a related field is preferred. Certifications in Training & Development, such as Train-the-Trainer or Instructional Design, will be considered a plus.

Experience working in inbound and outbound BPO operations, including customer service, technical support, or sales, will enhance your candidacy.

This is a full-time night shift position, with working hours from 6:00 PM to 4:00 AM. The role offers a competitive monthly salary ranging from PKR 70,000 to 80,000.

Joining Mars BPO means becoming part of a fast-paced, rewarding environment that values innovation and supports personal and professional growth.

Candidates interested in this opportunity are invited to attend our daily walk-in interviews held between 8:00 PM and 11:00 PM. Please bring an updated resume. The position is based onsite at our office located on the 2nd Floor, Shafi Court, Club Road, Merewether Road, Civil Lines, Karachi.

Take this chance to advance your career with Mars BPO, where your skills and dedication will make a real impact.