CX Training Manager

📋 Description

• Lead and develop internal trainers and facilitators.
• Own day-to-day training delivery across internal and BPO sites.
• Partner with Quality and CX to improve training processes.
• Conduct regular trainer observations with coaching.
• Analyze training metrics to identify gaps and improvements.
• Collaborate with Instructional Design to update content.

🎯 Requirements

• 5+ years in training/development in contact centers.
• 3+ years managing trainers/facilitators.
• Experience overseeing training with outsourced/BPO partners.
• Strong adult learning principles and instructional design basics.
• Data fluency; analyze training metrics for decisions.
• Multichannel training experience (voice, chat, email).

🎁 Benefits

• Competitive total rewards package.
• 100% company-paid health insurance for yourself.
• 401(k) with company match.
• Remote-first environment.
• Unlimited PTO.
• Monthly WFH stipend.