Manager Training - #102271

Location: Charlotte, North Carolina, United States

Posted Date: 07/16/2026

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Learn More with award-winning training.
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Location: On-site - Charlotte, NC

Reports to: Site Director / Sr. Manager, Operations

Schedule: Full-time, Monday-Friday (flexibility for occasional class or program needs)

We are looking for a hands-on Training Manager to lead new-hire and ongoing training for a high-volume call center program. This role owns training delivery, trainer performance, and curriculum consistency — ensuring every class receives the same high-quality content and graduates ready to perform. The right candidate has led trainers before, knows what strong new-hire outcomes look like, and treats training as a driver of operational results, not a classroom formality.

• Lead and develop a team of Trainers; own trainer assignments, scheduling, and performance management
• Ensure consistent content delivery across all classes and trainers — same material, same standards, same outcomes
• Manage the new-hire training lifecycle: onboarding, systems and policy training, nesting/transition to production, and graduation
• Build and maintain a process for daily knowledge add-ons and updates so changes reach every trainer and class the same way
• Partner with Operations and Quality to measure training effectiveness (graduation rates, early attrition, speed-to-proficiency, first 30/60/90-day performance)
• Adapt delivery for mixed-experience classes — new hires with call center experience vs. those without — so no learner is overwhelmed or left behind
• Support and celebrate new-hire milestones, including graduation recognition
• Partner with Recruiting on candidate readiness feedback and realistic job previews
• Maintain training materials, facilitator guides, and knowledge bases; drive continuous curriculum improvement
• Deliver train-the-trainer sessions and certify new trainers before they lead classes

• 5+ years of training experience in a call center / BPO environment
• 2+ years leading or managing trainers
• Proven experience designing and delivering new-hire training programs at scale
• Strong facilitation, coaching, and classroom-management skills
• Ability to measure and report on training effectiveness with data
• Excellent organizational and communication skills

• Experience in banking, financial services, or collections programs
• Familiarity with adult learning principles and instructional design (ADDIE or similar)
• Experience with LMS administration and e-learning tools
• Bachelor's degree in Education, Communications, Business, or a related field (or equivalent experience)

• Every class, regardless of trainer, delivers the same content to the same standard
• Higher new-hire graduation rates and stronger first-90-day performance
• A certified, consistent, well-assigned trainer bench
• Training viewed by Operations as a true performance partner

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or status as a qualified individual with a disability or Vietnam era or other protected veteran.