Training Manager - Call Center

Role Overview:

We are looking for an enthusiastic and strategic Training Manager to elevate the capability and performance of our call center teams. This role is pivotal in shaping a culture of continuous learning, driving service excellence, and empowering agents to deliver exceptional customer experiences.

Key Responsibilities:

- Design and deliver high-impact training programs for new joiners and tenured agents, covering systems, soft skills, customer service, and compliance.

- Assess performance trends through data analytics and floor observations to identify training gaps and drive targeted interventions.

- Coach and mentor agents with structured feedback, performance improvement plans, and developmental support.

- Develop and update training content, SOPs, and knowledge resources aligned with business objectives and quality standards.

- Partner with operations, QA, and HR teams to ensure learning initiatives are aligned with strategic goals.

- Lead onboarding journeys that enable new hires to integrate quickly and perform effectively from day one.

- Foster a culture of continuous improvement through refresher training, upskilling programs, and learning campaigns.

Ideal Candidate Profile:

- Proven experience in managing training for a high-volume customer service or call center environment.

- Exceptional communication, facilitation, and stakeholder engagement skills.

- Strong analytical abilities with a keen eye for performance trends and improvement opportunities.

- Proficient with LMS platforms, CRM tools, and call center technology.

- Passion for people development, with the ability to inspire, influence, and build capability across diverse teams.