Call Center Training Manager

ITCON Services; Vienna (VA); On-site; USD 80,000 - 110,000; Full time

Job summary

A leading service provider in Vienna, VA is seeking a Training Manager to design and manage training programs for contact center personnel. The ideal candidate will have over 7 years of experience in training and development, particularly in a contact center environment, with strong skills in curriculum design and program evaluation. Responsibilities include leading onboarding, delivering ongoing training, ensuring compliance, and maintaining records. This role is critical for delivering high-quality customer service across communication channels.

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 7+ years of experience in training and development within a contact center environment.
• 3-5 years in a training leadership role is preferred.

Responsibilities

• Manage and oversee training programs for contact center staff.
• Design and update training materials for customer service and DOL programs.
• Lead onboarding and ensure new hires are fully trained and certified.

Skills

Training and development

Curriculum design

Leadership

Performance evaluation

Compliance management

Education

Bachelor's degree in Education, Business, Human Resources, or related field

Job description

The Training Manager is responsible for designing, developing, implementing, and managing the comprehensive training program for all contact center personnel supporting the DOL National Contact Center (NCC).

This role ensures that Customer Service Representatives (CSRs), supervisors, and support staff are fully trained to deliver accurate, consistent, and high-quality customer service across all communication channels, while complying with DOL policies, federal regulations, and contract requirements.

Responsibilities

• Manage training program: Develop and oversee all training for contact center staff.
• Design curriculum: Create and update training materials covering customer service, systems, and DOL programs.
• Lead onboarding: Ensure new hires are fully trained and certified before handling live interactions.
• Deliver ongoing training: Provide refresher and advanced training to improve staff performance.
• Evaluate effectiveness: Measure training results and improve programs based on performance data and feedback.
• Support operations & QA: Address skill gaps by aligning training with QA findings and operational needs.
• Maintain records & compliance: Track training completion and ensure adherence to contract and federal requirements.
• Oversee training resources: Manage trainers, facilities, and training tools.

Education

• Bachelor's degree in Education, Business, Human Resources, or related field
• Equivalent experience may be considered

Experience

• 7+ years of experience in:
  • Training and development in a contact center environment
• 3-5 years in a training leadership role
• Experience managing training programs for:
  • Large teams (100+ FTEs)
• Experience with:
  • Multi-channel contact center operations
  • Federal or regulated environments (preferred)

Certifications (Preferred)

• Certified Professional in Learning and Performance (CPLP)
• Instructional Design certification
• Six Sigma / Lean