Training Manager

ITCON Services; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

ITCON Services seeks an experienced Training Manager to lead development, delivery, and continuous improvement of training and certification programs for CQA operations. You will prepare personnel for voice, chat, multilingual, and omnichannel customer interactions while ensuring privacy and security compliance.

The ideal candidate has extensive contact center training experience, with a proven track record onboarding large numbers of employees for production environments and coordinating with

Qualifications

• 7+ years of contact center training experience.
• Experience building curricula and certification programs.
• Proven success delivering large-scale new-hire training.
• Experience with train-the-trainer, nesting, and remedial training.
• Strong instructional design, facilitation, and communication.
• Ability to link training outcomes to performance.
• Ability to manage multiple cohorts and priorities.
• Strong organizational and stakeholder management skills.

Responsibilities

• Develop and maintain role-based training curricula, materials, assessments, and certification requirements.
• Manage high-volume new-hire training programs and production-readiness activities.
• Train personnel on scripts, FAQs, SOPs, knowledge resources, systems, privacy policies, and security requirements.
• Support voice, chat, multilingual, and omnichannel service delivery training.
• Design and implement train-the-trainer, nesting, refresher, and remedial training programs.
• Measure training effectiveness through assessments, quality metrics, and operational performance indicators.
• Monitor employee readiness and provide recommendations for performance improvement.
• Coordinate training schedules and cohorts with Recruiting, WFM, and Operations teams.
• Maintain training documentation, certification records, and compliance reporting.
• Drive continuous improvement initiatives to enhance training outcomes and operational performance.

Job description

We are seeking an experienced Training Manager to lead the development, delivery, and continuous improvement of training and certification programs supporting Contact Quality Assurance (CQA) operations. This role is responsible for preparing personnel for voice, chat, multilingual, and omnichannel customer interactions while ensuring compliance with all operational, privacy, and security requirements.

The ideal candidate is a dynamic training professional with extensive contact center experience and a proven track record of successfully onboarding and preparing large numbers of employees for production environments.

Key Responsibilities

• Develop and maintain role-based training curricula, materials, assessments, and certification requirements.
• Manage high-volume new-hire training programs and production-readiness activities.
• Train personnel on approved scripts, FAQs, standard operating procedures (SOPs), knowledge resources, systems, privacy policies, and security requirements.
• Support voice, chat, multilingual, and omnichannel service delivery training.
• Design and implement train-the-trainer, nesting, refresher, and remedial training programs.
• Measure training effectiveness through assessments, quality metrics, and operational performance indicators.
• Monitor employee readiness and provide recommendations for performance improvement.
• Coordinate training schedules and cohorts in partnership with Recruiting, Workforce Management (WFM), and Operations teams.
• Maintain training documentation, certification records, and compliance-related reporting.
• Drive continuous improvement initiatives to enhance training outcomes and operational performance.

Required Qualifications

• Minimum of 7 years of contact center training experience.
• Experience developing and delivering comprehensive training curricula and certification programs.
• Proven success managing large-scale new-hire training classes in a high-volume environment.
• Experience with train-the-trainer programs, nesting, coaching, and remedial training initiatives.
• Strong instructional design, facilitation, presentation, and communication skills.
• Experience measuring training effectiveness and linking training outcomes to operational performance.
• Ability to manage multiple training cohorts and priorities simultaneously.
• Strong organizational, analytical, and stakeholder management skills.

Preferred Qualifications

• Experience supporting rapid workforce ramp-up efforts.
• Federal contact center training experience.
• Experience training multilingual and omnichannel customer service teams.
• Familiarity with learning management systems (LMS), workforce management tools, and contact center technologies.

Why Join Us?

This is an opportunity to play a critical role in preparing and developing a high-performing workforce supporting a mission-driven operation. You will have the opportunity to shape training strategy, improve employee readiness, and contribute directly to operational success on a large-scale federal program.

Position Contingency Notice

This position is being recruited in support of an upcoming federal contract opportunity and is contingent upon contract award, funding, and final client approval. ITCON Services is proactively identifying qualified candidates in anticipation of the program's potential start. Candidates selected for consideration will be kept informed regarding the anticipated timeline and status of the opportunity throughout the recruitment process.