Training Manager - Call Center Leadership & Launch

iQor (branded as iQor CXBPO™); Santa Rosa; On-site; PHP 600,000 - 900,000; Full time

Job summary

iQor (branded as iQor CXBPO™) is seeking a Training Manager to lead a large program launch and then oversee a training department supporting a major US-based wireless client.

You will manage trainer development, graduation rates, hiring, reporting, and client engagement, ensuring high-quality delivery and alignment with program goals.

The role requires 5-8 years of call center leadership experience, a Bachelor’s degree, and strong MS Office skills. Occasional long hours and travel may be needed.

Qualifications

• 5-8 years of experience in large call center supporting complex business for US based customers.
• Proven track record of being results-oriented and quality-driven.
• Ability to inspire trust and build relationships.

Responsibilities

• Plans new hire training including class and trainer assignments.
• Manages trainee performance and graduation rates during classroom training and early production call handling/nesting.
• Completes formal classroom observation and evaluates trainer effectiveness.
• Coaches trainers to optimal performance and supports ongoing training and education of agents.
• Prepares reports for clients and internal site leadership.

Skills

Call Center Management

Leadership

Training & Development

Client Engagement

Performance Management

Education

Bachelor's Degree in Business Administration

Job description

iQor (branded as iQor CXBPO™) is seeking a Training Manager to lead a large program launch and then oversee a training department supporting a major US-based wireless client.

You will manage trainer development, graduation rates, hiring, reporting, and client engagement, ensuring high-quality delivery and alignment with program goals.

The role requires 5-8 years of call center leadership experience, a Bachelor’s degree, and strong MS Office skills. Occasional long hours and travel may be needed.