Training Manager

About the role

The Training Manager designs, develops, and implements comprehensive training programs to enhance employee performance and client satisfaction. This role partners with account management and client teams to ensure training aligns with business objectives and delivers measurable impact.

Key responsibilities

• Lead the assessment, analysis, design, delivery, and pricing of client training initiatives.
• Act as a performance consultant for assigned accounts, providing strategic training solutions.
• Coordinate functional teams of facilitators and designers to create adult classroom and facilitator materials.
• Maintain continuous improvement processes for training design and facilitation.
• Optimize staff utilization across accounts to reduce training costs.
• Select, train, develop, and manage direct reports, providing coaching and performance feedback.
• Track and report training metrics to establish baselines and support ongoing analysis.
• Mentor facilitators and designers to enhance their skill sets and quality methodology understanding.

Required profile

• Proven experience in designing and delivering adult learning programs.
• Strong understanding of call‑center operations and performance improvement.
• Ability to manage cross‑functional teams and multiple client accounts.
• Excellent analytical and reporting skills.

Required skills

• Microsoft PowerPoint
• Microsoft Excel
• Creative training techniques and accelerated learning methodologies
• Adult classroom instruction and curriculum design
• Call center operations knowledge