Call Center Training Manager

Job Title :: Call Center Training ManagerLocation :: Nashville, TN Hybrid Type:- Full-timePosition SummaryThe 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 ResponsibilitiesPeople Leadership & Talent Development (Extensive Emphasis)Lead, mentor, and develop a diverse team of trainers, instructional designers, and subject matter expertsBuild a strong learning culture focused on accountability, coaching, continuous improvement, and career progressionEstablish clear performance expectations, competency models, and development plans for training staffCoach trainers and operational leaders on facilitation, adult learning principles, influence, and behavioral changeIdentify high-potential talent and build succession plans for trainers, supervisors, and operations leadersPartner with HR and Operations to align training capability with workforce planning, career pathways, and retention strategiesFoster inclusive leadership practices across cultures, geographies, and delivery modelsCurriculum 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 developmentApply adult learning theory, instructional design methodologies (e.g., ADDIE), and competency-based frameworks to create impactful learning experiencesDesign modular, scalable curricula that support rapid client ramps, migration activities, and multi‑client deliveryCreate role-based learning pathways for agents, SMEs, supervisors, QA, and leadershipEnsure curricula integrate behavioral skills, technical knowledge, compliance, and performance expectationsEstablish content standards, version control, and refresh cycles across accounts and regionsLeverage blended learning approaches including ILT, VILT, eLearning, simulations, role‑play, and nesting supportCreate and maintain a 12-18 month in-depth Training plan across all clients and contact center department as a wholeTraining Strategy & BPO ExecutionDesign and execute training strategies aligned with client contracts, SLAs, KPIs, and business goalsSupport new client implementations, transitions, and expansions through structured training and readiness planningBalance standardization with client customization in outsourced environmentsAlign training with Quality Assurance, Workforce Management, and Operations to ensure real-time relevancePerformance Measurement & OptimizationDefine success metrics for learning effectiveness including time‑to‑proficiency, QA, CSAT, FCR, AHT, and attritionAnalyze performance data to identify skill gaps and design targeted solutionsLead root cause analysis related to training, knowledge, and capability issuesContinuously refine curricula and delivery based on operational outcomes and client feedbackClient, Compliance & Risk ManagementAct as a trusted training advisor to internal and external stakeholders, including client leadershipParticipate in client governance, audits, and readiness reviews related to training quality and complianceEnsure training programs meet regulatory and security standards (PCI‑DSS, HIPAA, SOC, GDPR, etc.)Maintain audit‑ready documentation, certification tracking, and governance processesRequired QualificationsBachelor’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 enablementDemonstrated success leading and developing teams of trainers or learning professionalsDeep hands‑on experience designing, building, and scaling curricula in high-volume BPO environmentsStrong understanding of SLAs, KPIs, client governance models, and ramp managementProven ability to influence leaders and drive behavior changePreferred QualificationsExperience supporting multi‑client, global, or offshore delivery modelsCertifications: CPTD, ATD, COPC, Six Sigma, Lean, Change ManagementExperience in regulated industries (Healthcare, Financial Services, Telecom, Utilities)Technical & Learning SystemsLearning Management Systems (LMS)Instructional design and eLearning toolsCRM and contact center platforms (Genesys, NICE, Five9, Salesforce, Zendesk, Avaya)Core CompetenciesAdvanced people leadership and coachingStrategic curriculum design and learning architectureClient-centric executionData-driven decision makingChange leadership in dynamic BPO environmentsCross-cultural communication and influenceSuccess MeasuresFaster time-to-proficiency and improved early-tenure performanceConsistent SLA achievement post-trainingIncreased trainer and agent engagement and retentionPositive client audit outcomes and feedbackStrong internal bench strength and promotion readiness