Reports to: Site Director / Sr. Manager, Operations
Schedule: Full-time, Monday-Friday (flexibility for occasional class or program needs)
About the Role
We are looking for a hands-on Training Manager to lead new-hire and ongoing training for a high-volume call center program. This role owns training delivery, trainer performance, and curriculum consistency - ensuring every class receives the same high-quality content and graduates ready to perform. The right candidate has led trainers before, knows what strong new-hire outcomes look like, and treats training as a driver of operational results, not a classroom formality.
Key Responsibilities
Lead and develop a team of Trainers; own trainer assignments, scheduling, and performance management
Ensure consistent content delivery across all classes and trainers - same material, same standards, same outcomes
Manage the new-hire training lifecycle: onboarding, systems and policy training, nesting/transition to production, and graduation
Build and maintain a process for daily knowledge add-ons and updates so changes reach every trainer and class the same way
Partner with Operations and Quality to measure training effectiveness (graduation rates, early attrition, speed-to-proficiency, first 30/60/90-day performance)
Adapt delivery for mixed-experience classes - new hires with call center experience vs. those without - so no learner is overwhelmed or left behind
Support and celebrate new-hire milestones, including graduation recognition
Partner with Recruiting on candidate readiness feedback and realistic job previews
Maintain training materials, facilitator guides, and knowledge bases; drive continuous curriculum improvement
Deliver train-the-trainer sessions and certify new trainers before they lead classes
Required Qualifications
5+ years of training experience in a call center / BPO environment
2+ years leading or managing trainers
Proven experience designing and delivering new-hire training programs at scale
Strong facilitation, coaching, and classroom-management skills
Ability to measure and report on training effectiveness with data
Excellent organizational and communication skills
Preferred Qualifications
Experience in banking, financial services, or collections programs
Familiarity with adult learning principles and instructional design (ADDIE or similar)
Experience with LMS administration and e-learning tools
Bachelors degree in Education, Communications, Business, or a related field (or equivalent experience)
What Success Looks Like
Every class, regardless of trainer, delivers the same content to the same standard
Higher new-hire graduation rates and stronger first-90-day performance
A certified, consistent, well-assigned trainer bench
Training viewed by Operations as a true performance partner