Contact Center Training Manager

Job Summary

To enhance member support and service delivery, the full-time remote Contact Center Training Manager will oversee the development and improvement of training and quality assurance programs, manage a team of trainers, and ensure alignment with strategic objectives while fostering employee engagement.

Key responsibilities

• Collaborates with leadership to implement strategies for exceptional member service delivery
• Designs and manages a comprehensive quality management program and onboarding process for employees
• Analyzes member feedback and provides actionable insights to improve service quality and operational efficiency

Required qualifications

• A minimum of five (5) years of experience in a contact center, quality assurance, training, or operations role with leadership responsibilities
• A minimum of three (3) years of experience in a supervisory or managerial role
• Certified Professional in Talent Development (CPTD)
• Knowledge of member service principles and business management practices
• Ability to manage multiple projects while meeting deadlines and production goals