Training Manager

Training Manager – Position Description

Job Summary:

The Training Manager is responsible for overseeing the successful delivery and operational execution of training programs across multiple lines of business. This role acts as a bridge between strategic direction set by the Senior Training Manager and the frontline execution by Training Supervisors and Trainers. The Training Manager ensures alignment with business goals, quality standards, client requirements, and performance outcomes. They lead trainer development, supervise training delivery operations, and collaborate cross-functionally with Operations, QA, HR, and Workforce teams to ensure talent readiness and continuous learning.

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Core Responsibilities:

1. Training Operations Oversight

- Manage the day-to-day operations of training delivery across multiple LOBs (Lines of Business).
- Ensure execution of new hire, nesting, upskilling, cross-skilling, and refresher training programs.
- Monitor trainer-to-trainee ratios, class scheduling, trainer assignments, and logistical support.
- Coordinate with the Workforce Management (WFM) team to align training schedules with staffing forecasts.
- Coordinate with the Quality team any support needed like roleplays, mocked calls, QA Day, QA Form review, Performance coaching and/or any type of certification. Also make sure trainers, training supervisor and training manager participates in the weekly calibration sessions.
- Create and update training presentations with results, findings, actions, organizational charts, strategy, equipment alignment, challenges and any other information requested by the operation, senior manager, quality department or the client, using specific formats aligned to the requirements.
- Send by E mail any escalation from the stakeholders involved in training department in a timely manner and answer any requests within 24 hours.

2. Team Management and Development

- Directly supervise Training Supervisors and indirectly oversee all Trainers (Levels 1–5).
- Conduct monthly 1:1s and performance reviews with Training Supervisors.
- Identify growth opportunities and succession plans for Trainers.
- Ensure trainer progression metrics (graduation rates, NPS, certification paths) are tracked and improved.
- Coordinate with training supervisors to complete In Class observations monthly with coaching as needed and the follow up targeted session. Completing at least 2 sessions a month.
- Coordinate T3 sessions, certifications and on boarding process as needed for the training team.

3. Performance Monitoring and Quality Assurance

- Monitor KPIs such as training NPS, certification pass rates, graduation rates, nesting productivity, and early attrition.
- Analyze training impact on operational performance (AHT, Quality, FCR, CSAT) and identify gaps.
- Conduct audits of class quality, trainer facilitation, and material adherence.
- Partner with QA to assess post-training performance and ensure consistency in standards.

4. Program Implementation and Continuous Improvement

- Implement new training programs as directed by the Senior Training Manager, ensuring localization and customization to operational needs.
- Lead pilot testing of new learning modules and evaluate impact.
- Collaborate with the Instructional Design team or Trainers Level 4–5 for content development and updates.
- Regularly gather feedback from stakeholders to refine training delivery and ensure relevance.

5. Cross-Functional Collaboration

- Act as the primary point of contact between Training and Operations for assigned LOBs.
- Partner with HR, Recruitment, and Talent Development to align hiring profiles and onboarding strategy.
- Support implementation of initiatives like Leadership Academies, English Academies, or specialized skill training programs.
- Coordinate with Payroll for training attendance audits and compliance.

6. Reporting and Data Analysis

- Generate weekly and monthly reports on trainer performance, training completion, class results, and productivity trends.
- Utilize data from Training Supervisors and QA to create action plans for trainer improvement and class delivery enhancement.
- Support the Senior Training Manager in preparing data for business reviews and client audits.

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Required Skills & Qualifications:

- Minimum 2 years of experience as a Training Supervisor or equivalent leadership role in a BPO environment.
- Proven experience managing multiple trainers and delivering results in a fast-paced training operation.
- Strong understanding of adult learning principles, training effectiveness models, and coaching techniques.
- Data-driven mindset with proficiency in Excel, PowerPoint, and training evaluation tools.
- High emotional intelligence and strong communication skills, both written and verbal.
- Ability to lead through influence and foster collaboration across multiple departments.
- Experience managing cross-functional training projects and audits is a strong plus.