Training Manager

Training Manager

• 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.

• 4+ years of experience in training management
• Proven experience leading and developing a team of trainers.
• Strong understanding of sales processes, customer service standards, and performance coaching.
• Excellent ability to analyze data and translate insights into actionable training strategies.
• Strong leadership, communication, and coaching skills.
• Experience collaborating with QA, WFM, HR, and Operations to drive team performance.
• Ability to manage multiple training initiatives and adapt to business needs

• Lead a team of trainers to drive business success.
• Impact performance & customer experience through strategic training programs.
• Work in a fast-paced, high-growth environment where your leadership makes a difference.