Contact Center Training Manager

Contact Center Training Manager Peckham is a mission-driven, award-winning social enterprise where we strive to provide world-class vocational rehabilitation to persons with disabilities and/or barriers to employment while providing excellent customer service to a diverse range of customers. One of Peckham’s core values is “People matter to us – A WHOLE LOT”, demonstrating our commitment to our people and the communities we serve. We strive to be people-centered in all we do. Summary The Contact Center Training Manager ensures the effective alignment of training delivery and materials with strategic business objectives for a complex contact center operation. This leadership role provides oversight for all training and development activities across geographic locations, focusing on high-quality communication, planning, resourcing, and execution of training programs. The Manager leads a team of Training Leaders and Trainers, ensuring consistency, accessibility, and excellence in training practices that support Peckham's mission and operational goals. Main Duties And Responsibilities Oversee the development, implementation, assessment, and continuous improvement of contract training programs in our job training program across multiple sites. Lead and manage regional/contract training teams, including Associate Managers and trainers, ensuring alignment with strategic goals. Develop and maintain a comprehensive infrastructure of training materials, assessments, schedules, and planning tools. Mentor and coach training staff to build capacity and ensure professional growth. Apply accessibility and inclusive learning principles when developing and delivering training to support diverse learner needs, including individuals with visual impairments, language differences, and varying learning styles. Develop, implement, and facilitate instructional content that supports engagement and skill development for diverse learner populations. Allocate training resources effectively to meet operational needs and stakeholder expectations. Collaborate with cross-functional teams to integrate training with broader organizational initiatives. Evaluate training and program effectiveness using performance data, learner feedback, and operational metrics to drive improvements. Ensure training programs are inclusive, accessible, and compliant with contract and organizational standards. Guide the development of instructional materials and facilitation strategies based on adult learning principles and accessibility best practices. Lead the deployment of effective training programs, including scheduling, staffing, and logistics coordination. Apply current learning and development methodologies to enhance training outcomes and ensure programs remain effective and up to date. Other Duties And Responsibilities Represent the training department in strategic planning and organizational initiatives. Maintain subject matter expertise in all training areas relevant to the contract, including handling customer contacts as instructed. Ensure quality control of training content and delivery across all sites and or contracts. Demonstrate respectful, compassionate, and service-oriented behavior when interacting with team members, staff, and other departments. Comply with all policies and standards. Maintain safe and clean work environment. Promote Peckham’s vision, values, and services to all team members, staff, customers, and stakeholders. Assist in maintaining organizational wide quality standards. Regular and predictable attendance is required to support the team and needs of operations. Other duties as assigned. Supervisory Responsibilities This position has direct supervisory responsibility. Develop a unified team that reflects Peckham’s culture and values, fostering an environment of inclusion and belonging. Provide mentorship and coaching to a team across multiple sites. Minimum Qualifications Bachelor's degree in education, Business, Organizational Development, or related field. 3-5 years of experience in training and development. 1-2 years in a people leadership role. As required by some customer contracts, employees may be required to obtain and maintain relevant professional certifications and/or security clearances. Knowledge of learning management systems (LMS) and ability to administer, track, and report on training completion and compliance. Skill in instructional design and curriculum development, including creating, implementing, and evaluating training programs using adult learning principles. Ability to deliver engaging presentations and facilitate training sessions for diverse audiences in both group and individual settings. Skill in applying effective communication strategies to convey training content clearly. Ability to analyze training data, evaluation metrics, and performance outcomes to inform continuous improvement. Ability to manage time effectively, prioritize competing tasks, and meet deadlines in a fast-paced training environment. Skill in project management, including planning, coordinating, and implementing training initiatives while managing resources and stakeholder expectations. Preferred Qualifications Master's degree in Education, Business, Organizational Development, or related field. 2-4 years of experience leading training strategy in a contact center environment with direct reports across multiple locations. Industry-recognized, third‑party certification related to training, facilitation, instructional design, or curriculum development, or documented completion of a structured professional development program in training and development. Travel Requirements This role may have up to 50% travel between Peckham locations, including travel to/within Michigan, Arizona, and other locations as needed. Physical and Mental Demands Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The physical demands of this position may be reasonably accommodated on a case-by-case basis. Physical Demands The physical demands of this position may be reasonably accommodated on a case-by-case basis. Peckham is an Equal Opportunity Employer EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. Reasonable Accommodation for Applying Notice Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application, please contact us via email at View email address on click.appcast.io or call View phone number on click.appcast.io. Business Line Contact Center Solutions Location Phoenix, AZ Worker Sub-Type Staff Member #J-18808-Ljbffr Peckham, Inc.