Training Manager

About the role

The Training Manager leads the full training lifecycle for a contact‑center operation, ensuring agents and managers have the skills needed to deliver excellent customer experiences. This role designs, delivers, and continuously improves onboarding, ongoing learning, and performance‑enhancement programs.

Key responsibilities

• Conduct training needs analysis across all contact‑center functions.
• Develop and maintain training content, modules, assessments, job aids, and e‑learning programs.
• Deliver instructor‑led sessions (virtual and in‑person) and manage certification and proficiency checks.
• Collaborate with Operations, Quality Assurance, Workforce Management, and Business Process teams to align learning with business goals.
• Maintain knowledge bases, playbooks, SOPs, and ensure documentation accuracy.
• Analyze QA insights and call audits to identify skill gaps and create targeted interventions.
• Publish weekly/monthly dashboards on training hours, completion rates, and program effectiveness.
• Drive training adoption, set objectives, monitor performance, and foster a learning culture.

Required profile

• Bachelor’s degree in Business Administration, Hospitality, Human Resources, Education, or a related field.
• 5–7 years of progressive experience in Training, Learning & Development, Contact‑Center Operations, or Quality Management.
• Proven experience leading high‑performing training teams.
• Strong understanding of adult learning principles and modern L&D practices.

Required skills

What we offer

• Opportunity to shape learning strategy in a fast‑growing contact‑center environment.
• Collaborative work with cross‑functional teams.
• Professional development and career progression pathways.