About The Job

As a Training Manager, you will be responsible for overseeing the performance of the training team and ensuring that all project guidelines and instructions are understood and practiced by our workers.

Key Responsibilities

• Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development)


• Provide an overview of performance of Training team on bi-weekly basis


• Oversee performance of the trainers, performance of new hire on-boarding, and reporting to the Clients' Training Team


• Develop proactive training strategies to improve quality metrics of the agents


• Perform root cause analysis of the accuracy of new hire performance during the on-boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy


• Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner


• Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations


• Discuss/review with client trainers on class observation process


• Ensure adherence of Training Team Key Performance Indicators


• Attend all Train the Trainers and training related meetings with client training team


• Attend and participate on Global Quality Calibration Session


• Attend Weekly Business Reviews, and Monthly Business Reviews


• Support the planning, scheduling, and coordination of all required training for their sites


• Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.


• Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology


• Ensure complete, accurate and timely data collection and communication by trainers


• Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans


• Monitor new hire knowledge before and after training to help determine follow-up training required

Minimum Qualifications

• 4+ years of experience in a training leadership role in an operations environment.


• Previous minimum 3+ years of experience in a training delivery role, preferably in an international environment


• Bachelors degree in a training and development related field

Preferred Qualifications

• Good knowledge of Quality/Process Improvement techniques


• High level of energy, drive, enthusiasm, initiative and commitment


• Excellent communication, consulting, influencing and interpersonal skills.


• Proven track record of collaborating with cross-functional groups to produce results


• Passion for ensuring a world class support experience for our community


• Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams