Call Center Training Manager

Call Center Training Manager – BPO Industry

Location: Nashville, TN Hybrid

Position Summary

The Call Center Training Manager (BPO) is a learning leader responsible for building high-performing teams through exceptional people leadership, curriculum design, and scalable training execution across outsourced contact center operations. This role drives workforce capability by developing trainers, leaders, and frontline staff while ensuring all training programs meet or exceed client SLAs, compliance standards, and business outcomes. The Training Manager acts as both a strategic architect and hands-on leader in fast-paced, multi-client, multi-geo environments.

Core Responsibilities

People Leadership & Talent Development (Extensive Emphasis)

• Lead, mentor, and develop a diverse team of trainers, instructional designers, and subject matter experts
• Build a strong learning culture focused on accountability, coaching, continuous improvement, and career progression
• Establish clear performance expectations, competency models, and development plans for training staff
• Coach trainers and operational leaders on facilitation, adult learning principles, influence, and behavioral change
• Identify high-potential talent and build succession plans for trainers, supervisors, and operations leaders
• Partner with HR and Operations to align training capability with workforce planning, career pathways, and retention strategies
• Foster inclusive leadership practices across cultures, geographies, and delivery models

Curriculum Design & Instructional Architecture (Extensive Emphasis)

• Lead the end-to-end design, development, and governance of training curricula for new hire onboarding, product launches, upskilling, and leadership development
• Apply adult learning theory, instructional design methodologies (e.g., ADDIE), and competency-based frameworks to create impactful learning experiences
• Design modular, scalable curricula that support rapid client ramps, migration activities, and multi‑client delivery
• Create role-based learning pathways for agents, SMEs, supervisors, QA, and leadership
• Ensure curricula integrate behavioral skills, technical knowledge, compliance, and performance expectations
• Establish content standards, version control, and refresh cycles across accounts and regions
• Leverage blended learning approaches including ILT, VILT, eLearning, simulations, role‑play, and nesting support
• Create and maintain a 12-18 month in-depth Training plan across all clients and contact center department as a whole

Training Strategy & BPO Execution

• Design and execute training strategies aligned with client contracts, SLAs, KPIs, and business goals
• Support new client implementations, transitions, and expansions through structured training and readiness planning
• Balance standardization with client customization in outsourced environments
• Align training with Quality Assurance, Workforce Management, and Operations to ensure real-time relevance

Required Qualifications

• Bachelor’s degree in Education, Organizational Development, HR, Business, Communications, or related field (or equivalent experience)
• 7–10+ years of contact center experience, including extensive leadership experience in training, learning & development, or enablement
• Demonstrated success leading and developing teams of trainers or learning professionals
• Deep hands‑on experience designing, building, and scaling curricula in high-volume BPO environments
• Strong understanding of SLAs, KPIs, client governance models, and ramp management
• Proven ability to influence leaders and drive behavior change