Training Manager

Main responsibilities

The Training Manager will work closely with Sales, Customer Support, QA, WFM, and Operations to ensure that training programs drive measurable improvements in sales performance, customer experience, and operational efficiency.

• Lead, mentor, and develop a team of trainers to deliver high-quality learning experiences
• .Ensure trainers are equipped, prepared, and skilled to facilitate effective training sessions
• .Oversee trainer performance, providing coaching, feedback, and professional development opportunities
• .Manage training schedules to align with new hire onboarding, refresher courses, and ongoing development programs
• .Ensure the successful delivery of all training programs for Sales and Customer Support
• .Partner with Instructional Designers to ensure materials align with business objectives and operational needs
• .Identify gaps in training delivery and implement solutions to enhance effectiveness
• .Standardize training methodologies to ensure consistent knowledge transfer across teams
• .Work with Sales and Support leadership, QA, and WFM to analyze performance data and identify training needs
• .Develop targeted training interventions to improve sales conversions, customer satisfaction, and efficiency
• .Ensure that coaching strategies are aligned with quality standards and key performance indicators (KPIs)
• .Implement post-training follow-ups to measure knowledge retention and on-the-job application
• .Work closely with Sales, Customer Support, WFM, and HR to align training initiatives with business objectives
• .Provide insights on training impact, agent readiness, and areas for improvement to key stakeholders
• .Ensure training programs support employee engagement, retention, and career progression
• .Support operational change management by ensuring teams are properly trained on new processes, policies, and tools
• .Establish training KPIs and success metrics to evaluate effectiveness
• .Utilize assessments, performance trends, and feedback loops to enhance training delivery
• .Keep training programs agile and adaptable to business needs and industry best practices
• .Implement strategies to improve training efficiency while maintaining high engagement levels

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Required Qualificatio

• ns4+ years of experience in training manageme
• ntProven experience leading and developing a team of trainer
• s.Strong understanding of sales processes, customer service standards, and performance coachin
• g.Excellent ability to analyze data and translate insights into actionable training strategie
• s.Strong leadership, communication, and coaching skill
• s.Experience collaborating with QA, WFM, HR, and Operations to drive team performanc
• e.Ability to manage multiple training initiatives and adapt to business nee

ds
Why Join

• Us?Lead a team of trainers to drive business succe
• ss.Impact performance & customer experience through strategic training progra
• ms.Work in a fast-paced, high-growth environment where your leadership makes a differen

ce.