Training Manager

Job Overview

• The Training Manager (TM) is an integral part of our success, ensuring that all newly hired employees
• have a world class onboarding and training experience to prepare them to represent Transparent BPO
• and our Clients with excellence, and that ongoing training ad development facilitates the success of each
• individual and of TBPO.
• The TM leads a team of trainers who are responsible for ensuring that new hires can effectively utilize
• the companywide systems, understand the Values and policies of the company and are able to
• demonstrate human level skills that will lead to customer and client satisfaction. The TM will ensure all
• course completion is tracked in our Online Learning Portal and that courses and trainers are regularly
• evaluated to assess the effectiveness of our program, to enable an effective transition from training to
• production.
• The TM will ensure all trainers are certified to effectively facilitate courses utilizing training best
• practices, and then provide ongoing coaching and feedback to each trainer. In addition, the TM
• supports the Operations team on new program/client launches and works to identify skill or experience
• gaps across programs, to continuously improve the service we provide. The TM will work with the
• Digital Content Team to recommend new content to meet the identified needs,
• The TM will partner in cross functional training initiatives for basic skills, processes and systems training,
• and support Leadership training activities for our new and emerging leaders.

Responsibilities and Duties

• Provide a world class initial TBPO onboarding and training experience to new team

members across functions, to build teamwork and loyalty to TBPO

• Partner with Recruiting team to ensure readiness of training resources (trainers,

virtual/physical rooms and collateral)

• Certify, guide and monitor trainers in effective facilitation techniques to enable agents

• to meet their learning objectives; provide feedback for ongoing trainer skills
• enhancement

• Measure effectiveness of training through skills assessments, practical application

• activities, focus groups and post training surveys to identify areas of focusManage the Learning Portal paths for New team members, ensuring everyone
• completes the compliance and learning requirements before moving forward

• Develop teaching aids such as Quick Reference Guides, multimedia visual aids, and

reference materials to impact diverse learning styles

• Ensure a world class “Launch Pad” mentoring experience as new hires transition from

the Program training classroom to production

• Ensure strategic alignment of the training team with client and business goals
• Serve as an active member of the local Operations Leadership team to understand the

• business needs and ensure that training is an integral part of new and ongoing programs
• and performance improvement initiatives

• Partner with OMs, and CSMs to identify agent skills gaps; design and deliver ongoing

Agent training solutions for soft skills development, acculturation, and language skills

• Support enterprise-wide foundational leadership training, participating in Train the

Trainer sessions and facilitating basic leadership sessions for emerging leaders

• Operate within the allocated budget and find solutions to implement the required

training

• Lead and participate in additional projects as needed.

Required Knowledge and Skills

• Demonstrated excellence in Training facilitation techniques for both classroom and virtual
• Demonstrated strong verbal and written communication skills
• Ability to manage multiple, complex, on-going tasks and projects
• Ability to lead and partner successfully with training partners and cross functional teams,

including HR, Operations and Client Services

• Is open, honest, and empathetic manner when dealing with people
• Is persuasive, encouraging, and motivational when giving feedback to others and receives

feedback appropriately

• Strong attention to detail and desire to follow procedures
• Demonstrated excellent customer service and positive interpersonal skills
• Ability to work and collaborate with employees at all levels within different roles
• Strong analytical, problem-solving, and decision-making skills
• Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) and

ability to quickly learn company technology (BambooHR, Replicon, etc.)

• High customer service and sales orientation
• High level of integrity, honesty, and judgment
• Able to meet productivity demands with a high degree of adaptability and flexibility in a fast

paced, rapidly changing environment

• Experience working both independently and in a team-oriented, collaborative environment is

essential.

Evaluation of Performance

• The Training Manager (TM) will be evaluated regularly to ensure the position is positively
• impacting trainer and agent skill development for new employees across programs and
• functions. The TM will observe and provide feedback to trainers, tracking and reviewing their
• success in these metrics: new hire course completion, test scores, observational assessment
• feedback, graduation rate, achievement of goals in Launch Pad, retention and readiness to join
• production team in specified time frame. The TM will also be evaluated through feedback
• from the Vice President of Training and Site Operations Leadership on their ability to identify
• and address skill and knowledge gaps across programs and functions and help design and
• execute training solutions. Additionally, they will be evaluated on the successful facilitation and
• follow up for training emerging leaders, mentors and trainers. Teamwork, decision-making, and
• knowledge of all phases of the job are critical success factors.

Reporting Structure

The Training Manager will have a dual matrix reporting relationship

• By location: TM will be a valued support partner for the Operations team and will

• function in a supporting role to Site Operations Leadership to ensure that training is an
• integral part of new and ongoing programs and performance improvement initiatives
• ➢ By Function: TM will report directly to Vice President of Training and Development and
• partner with TM Peers to ensure consistency of training delivery and outcomes across
• the Global organization.

Education/Experience

• Bachelor’s Degree in Education, Business Management or related area of study, or

equivalent combination of education and/or relevant work experience

• Strong understanding of adult learning theory, learning methods and experience

applying a variety of development approaches

• Related work experience leading a team of training and development professionals.
• Proven experience in identifying training needs, designing a learning solution and

evaluating results.

• Demonstrated experience in training and developing new hires to become productive

employees

• Experience in the Call Center or Sales or Service-related industry a plus, but not a

requirement.

• Microsoft Office skills (Word, PPT and Web Proficiency a must; Excel skills a plus)

Closing Date

8/28/2026