Training Manager - US BPO - US Hours - JHB

The Training Manager is responsible for developing, implementing, and evaluating the organization's training and development programs. The ideal candidate will have experience in training development, adult learning principles, and related fields.

Essential Functions :

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

1. Coach and mentor training coordinators and trainers to help them develop their skills and knowledge.
2. Observe and evaluate call center performance to identify opportunities for training and development.
3. Develop and implement training programs for call center agents on procedures, product knowledge, and customer service skills, aligned with company goals.
4. Evaluate training effectiveness and make adjustments to meet performance standards.
5. Collaborate with call center managers to develop and execute the annual training plan.
6. Provide monthly feedback to training coordinators and trainers, with actionable suggestions.
7. Attend account meetings to track progress, identify improvements, and gather feedback.
8. Maintain and update all training records for accuracy and compliance.

Qualifications :

• Bachelor's degree in education, business, communication, or related field.
• 3+ years of experience in training development, instructional design, or related areas.
• Knowledge of adult learning principles and best practices.
• Strong organizational and interpersonal skills.
• Ability to develop and deliver effective training programs.
• Experience with learning management systems (LMS) and call center software is a plus.

This role operates in a professional office environment with standard equipment. The position is full-time, with hours varying by account needs and location.

Note: The job description is not exhaustive and may be modified by the employer as needed.