Call Center Training Manager

Job Description DXC Technology (NYSE: DXC) helps global companies run their mission‑critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience. Key Responsibilities Oversee day‑to‑day contact center operations, ensuring delivery against SLAs, KPIs and quality standards. Drive measurable results across people, process and technology pillars. People – build, develop and retain high‑performing teams through coaching and performance management. Process – standardize, optimize and continuously improve workflows to drive efficiency and quality. Technology – leverage tools, automation and AI to enhance productivity and customer outcomes. Serve as a strategic advisor to Operations leadership, providing insights, recommendations and execution support across all accounts. Partner directly with leadership to translate strategy into execution, ensuring alignment across global delivery teams. Work together with the WFM Manager regarding staffing and workforce utilization aligned to demand and financial targets. Improve customer experience through data‑driven insights, feedback loops and root‑cause analysis. Ensure adherence to regulatory, client and internal compliance requirements. Drive cross‑region consistency and best‑practice adoption (Americas, Canada, Costa Rica, Philippines). Identify and implement automation, AI and transformation initiatives to improve efficiency, quality and scalability. Top 5 Core Competencies Operational Excellence & KPI Management – manages SLAs, AHT, quality and productivity metrics and uses data and dashboards to drive performance and accountability. Leadership & People Development – builds high‑performing teams through coaching, development and succession planning, creating a culture of accountability, engagement and continuous improvement. Customer Experience & Service Delivery – drives improvements in customer satisfaction, first‑call resolution and overall experience, translating insights into actionable change initiatives. Workforce & Resource Optimization – aligns capacity planning and staffing models to business demand, maximizing efficiency through effective workforce strategies. Strategic Thinking, Compliance & Innovation – operates effectively in compliance‑driven environments, leverages AI, automation and digital tools to modernize contact center operations and anticipates business needs to drive forward‑looking solutions. Qualifications Bachelor’s degree in Business, Technology or a related field preferred, or equivalent experience. 5+ years of BPO/BPS Operations contact center experience. 10+ years in a leadership role managing teams within a contact center environment. Experience in multi‑channel support environments and contact center technologies. Preferred Experience Exposure to financial services / Life & Annuity BPS/BPO operations. Experience working in compliance‑driven environments (e.g., regulatory, audit, risk frameworks). Familiarity with AI and automation tools for contact center optimization. Disability Accommodations If you are an individual with a disability, a disabled veteran or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via email. Please note: DXC will respond only to requests for accommodations due to a disability. Equal Opportunity and E‑Verify DXC Technology Company (DXC) is an Equal Opportunity employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status or any other basis prohibited by law. DXC participates in E‑Verify and provides access to prospective employees for the Federal Minimum Wage Poster, the Federal Polygraph Protection Act Poster and other applicable state or locality specific poster requirements. These postings are available in English and Spanish where required. Recruitment Fraud Notice Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services such as false websites or unsolicited emails claiming to be from the company. These emails may request personal information or payments as part of an illegitimate recruiting process. DXC does not make offers of employment via social media networks, and it never asks for money or payments from applicants at any point in the recruitment process. More information on employment scams is available here. #J-18808-Ljbffr DXC Technology