Senior Training Manager, Contact Center

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

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.