Training Manager
Core
Design, deliver, and continuously improve training programs for customer service agents while managing a team of trainers.
Role type
Senior Training Manager (Contact Center)
Builds
Training programs and individualized learning paths for customer service agents
Domain
Contact Center / Customer Service
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, instructional design, learning theory, facilitation, data analysis, MS Office proficiency, organizational management
Preferred skills
Experience with training best practices, ability to create measurement reports
Responsibilities
Hire, manage, coach, and develop a team of trainers; Analyze training needs and recommend learning solutions; Monitor and review the progress of trainers and trainees; Analyze quantitative and qualitative data to evaluate training effectiveness; Create and maintain a positive learning environment
Seniority
Senior, hands-on IC with team management
