Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Sagnik Choudhury

Sagnik Choudhury

Manager Learning and Development
Hyderabad

Summary

Results-driven Learning & Development professional having 16+ years of experience in international and domestic BPOs with strong focus on knowledge transfer and retention, team collaboration and achieving goals. Prepared to create impactful training programs, utilizing skills in instructional design, employee development, and performance improvement. Known for adaptability to changing needs and reliable support in fostering productive learning environment. Expert in facilitation and communication skills, focus driven and commercially aligned while maintaining highest standards of integrity.

Overview

16
16
years of professional experience

Work History

Manager Learning and Development

247.ai
12.2022 - Current
  • Responsible for end to end training delivery, including New hired trainings, continuous learning, Below quartile TNI refreshers, performance improvement programs
  • Assessed employee skill gaps and developed targeted training interventions to close those gaps, improving overall performance levels.
  • Evaluated the effectiveness of training programs through regular feedback sessions and data analysis, making adjustments as necessary to ensure optimal results.
  • Managed the Learning and Development budget, ensuring maximum return on investment in employee development initiatives.
  • Responsible for maintaining centralized Learning Management System, providing employees with easy access to relevant training materials and resources.
  • Responsible for team development through training observations, coaching, feedback, performance improvement plans and mentoring
  • Responsible for client and stakeholder relations through regular cadences, calibrations sessions, business reviews and meetings
  • Revamped outdated training manuals by incorporating interactive elements such as videos, quizzes, real-life scenarios to keep learners engaged throughout the process
  • Developing B2C sales training manuals, implementing, performance monitoring followed by improvement initiatives
  • Create, revise and implement Process blue prints and ensure compliance during internal and client audits
  • Managed FTE count of 350+, and team strength of 6 - 7 permanent team members

Manager Training and Development

Tech Mahindra
05.2021 - 11.2022
  • Designed engaging training materials that catered to various learning styles, resulting in improved comprehension and skill development.
  • Manage New hire training, continuous learning programs, TNI refreshers and other ad-hoc training needs
  • Needs analysis of employees working in the production, creating comprehensive training modules , plan and implement sessions and manage efficacy through regular monitoring, coaching, feedback and refreshers
  • Client and Stakeholder relations ensuring constant communication, business reviews, calibrations and completion of tasks within timelines
  • Team development programs, including training observations, coaching, feedback and mentoring
  • Managed a FTE count of 500+, and team of 10 trainers and 1 Assistant manager


Deputy Manager Training and Quality

Concentrix
04.2019 - 05.2021


  • HRO resource for Makemytrip, taking care of 3 locations pertaining to international flights and hotels in an Individual contributor role
  • Responsible for designing and developing training manuals using latest technology, AI tools, gamification, videos and assessments
  • Responsible for Site audits on security and compliance and SOP adherence
  • Creating and developing process SOPs
  • Regular Business reviews with all sites, sharing plan of action with stakeholders
  • Creating and facilitating behavioral and softskill training sessions for supervisors
  • Responsbile for managing complete onboarding and inducting new hires for pilot process in coordination with recruiting team

Assistant Manager Training

Teleperformance
03.2017 - 04.2019
  • As Site lead, supervised day-to-day training operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly
  • Developed strong working relationships with all departments, fostering a positive work environment.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Responsible for FTE count of 800+ and team strength of 11+ trainers and senior trainers
  • Client and stakeholder relations
  • Performance improvement programs for OJT and 0-30

Assistant Manager Training

IKF Technologies
05.2012 - 03.2017
  • Supervised day-to-day training operations to meet performance, quality and service expectations.
  • Started as senior trainer and rose through the ranks and promoted as Assistant Manager
  • Responsible for training delivery pertaining to New hires and existing population
  • Managed FTE HC of 600+ and team size if 7+ direct reportees
  • Team development and mentoring
  • Performance improvement programs for OJT and 0-30
  • Training governance and monitoring


Senior Trainer

Spanco BPO
08.2011 - 04.2012
  • Conducting NHT batches, monitored OJT and 0-30 performance
  • Conducted TNI refreshers and BQ trainings
  • Customer interaction from supervisor desk
  • Daily audit and feedback to trainees in OJT and transition
  • Work with supervisor and create training modules
  • Conducted B2C sales training pertaining to upselling and new orders

Training and Development Specialist

Aegis BPO
11.2010 - 08.2011
  • Conducting induction batches for new hired trainees related to pre-process, process, product, communication, soft skills, customer & system handling
  • Conduct B2C sales training pertaining to upselling and new orders
  • Evaluating performance of newly certified batches post certification down the line as prescribed
  • Conducting refresher training while identifying pain areas based on evaluation done both from my end as well from quality analysis reports
  • Side by side with newly hired trainees during OJT
  • Update Management keeping track of all new updates related to process & product & sharing the same with the entire team

Process Trainer

IKF Technologies
04.2009 - 10.2010
  • Joined as outbound sales executive
  • Promoted as process trainer within 9 months
  • Conduct NHT batches
  • Deliver B2C sales training pertaining to upselling
  • Create training contents
  • Prepare batch reports
  • OJT and 0-30 performance monitoring
  • Conducting audit and sharing feedback to trainees during OJT, Transition and production

Education

B.Com Hons - Financial Accounting

Maulana Azad College
Kolkata
04.2001 -

Skills

E-learning design and development

Training delivery

People development

B2C Sales training and delivery

Stakeholder and client management

Needs assessment

Digital transformation

Learning management systems

Performance improvement and monitoring

Budget administration

Adult Learning Techniques

Communication and presentation skills

Accomplishments

Winner of Leadership excellence award with current organization for my work on performance improvement, content development and training programs and training governance.

Timeline

Manager Learning and Development

247.ai
12.2022 - Current

Manager Training and Development

Tech Mahindra
05.2021 - 11.2022

Deputy Manager Training and Quality

Concentrix
04.2019 - 05.2021

Assistant Manager Training

Teleperformance
03.2017 - 04.2019

Assistant Manager Training

IKF Technologies
05.2012 - 03.2017

Senior Trainer

Spanco BPO
08.2011 - 04.2012

Training and Development Specialist

Aegis BPO
11.2010 - 08.2011

Process Trainer

IKF Technologies
04.2009 - 10.2010

B.Com Hons - Financial Accounting

Maulana Azad College
04.2001 -

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Sagnik ChoudhuryManager Learning and Development