Training Manager

Training Manager/Sr. Manager — Call Center Location: On-site — Charlotte, NC Reports to: Site Director / Sr. Manager, Operations Schedule: Full-time, Monday–Friday (flexibility for occasional class or program needs) Summary We are looking for a hands‑on Training Manager to lead new‑hire and ongoing training for a high‑volume call center program. This role owns training delivery, trainer performance, and curriculum consistency — ensuring every class receives the same high‑quality content and graduates ready to perform. The right candidate has led trainers before, knows what strong new‑hire outcomes look like, and treats training as a driver of operational results, not a classroom formality. Key Responsibilities Lead and develop a team of Trainers; own trainer assignments, scheduling, and performance management Ensure consistent content delivery across all classes and trainers — same material, same standards, same outcomes Manage the new‑hire training lifecycle: onboarding, systems and policy training, nesting/transition to production, and graduation Build and maintain a process for daily knowledge add‑ons and updates so changes reach every trainer and class the same way Partner with Operations and Quality to measure training effectiveness (graduation rates, early attrition, speed‑to‑proficiency, first 30/60/90‑day performance) Adapt delivery for mixed‑experience classes — new hires with call center experience vs. those without — so no learner is overwhelmed or left behind Support and celebrate new‑hire milestones, including graduation recognition Partner with Recruiting on candidate readiness feedback and realistic job previews Maintain training materials, facilitator guides, and knowledge bases; drive continuous curriculum improvement Deliver train‑the‑trainer sessions and certify new trainers before they lead classes Required Qualifications 5+ years of training experience in a call center / BPO environment 2+ years leading or managing trainers Proven experience designing and delivering new‑hire training programs at scale Strong facilitation, coaching, and classroom‑management skills Ability to measure and report on training effectiveness with data Excellent organizational and communication skills Preferred Qualifications Experience in banking, financial services, or collections programs Familiarity with adult learning principles and instructional design (ADDIE or similar) Experience with LMS administration and e‑learning tools Bachelor's degree in Education, Communications, Business, or a related field (or equivalent experience) What Success Looks Like Every class, regardless of trainer, delivers the same content to the same standard Higher new‑hire graduation rates and stronger first‑90‑day performance A certified, consistent, well‑assigned trainer bench Training viewed by Operations as a true performance partner #J-18808-Ljbffr