Call Center Training Manager

Job Description:

DXC Technology (NYSE: DXC) helps global companies run their mission critical systems and operations while modernizing IT, optimizing data architectures, and ensuring security and scalability across public, private and hybrid clouds. The world’s largest companies and public sector organizations trust DXC to deploy services across the Enterprise Technology Stack to drive new levels of performance, competitiveness, and customer experience.

Leads end-to-end customer support center operations, managing teams of Associate Managers and analysts to deliver high-quality service outcomes. Accountable for operational performance, service level attainment, customer satisfaction, and continuous improvement within a compliance-driven environment. This role will partner closely with the Contact Center Operation Leadership team, serving as a trusted advisor across accounts. The role is critical in driving results through the alignment of people, processes, and technology, ensuring consistent execution of strategic priorities and operational excellence at scale.

• Oversee day-to-day contact center operations, ensuring delivery against SLAs, KPIs, and quality standards.
• Drive measurable results across people, process, and technology pillars:
  • People:
    Build, develop, and retain high-performing teams through coaching and performance management.
  • Process:
    Standardize, optimize, and continuously improve workflows to drive efficiency and quality.
  • Technology:
    Leverage tools, automation, and AI to enhance productivity and customer outcomes.
• Serve as a strategic advisor to Operations leadership, providing insights, recommendations, and execution support across all accounts.
• Partner directly with leadership to translate strategy into execution, ensuring alignment across global delivery teams.
• Work together with WFM Manager regarding staffing and workforce utilization aligned to demand and financial targets.
• Improve customer experience through data-driven insights, feedback loops, and root cause analysis.
• Ensure adherence to regulatory, client, and internal compliance requirements.
• Drive cross-region consistency and best practice adoption (Americas, Canada, Costa Rica, Philippines).
• Identify and implement automation, AI, and transformation initiatives to improve efficiency, quality, and scalability.

• Operational Excellence & KPI Management – Manages SLAs, AHT, quality, and productivity metrics. Uses data and dashboards to drive performance and accountability.
• Leadership & People Development – Builds high-performing teams through coaching, development, and succession planning. Creates a culture of accountability, engagement, and continuous improvement.
• Customer Experience & Service Delivery – Drives improvements in customer satisfaction, first-call resolution, and overall experience. Translates insights into actionable change initiatives.
• Workforce & Resource Optimization – Aligns capacity planning and staffing models to business demand. Maximizes efficiency through effective workforce strategies.
• Strategic Thinking, Compliance & Innovation – Operates effectively in compliance-driven environments. Leverages AI, automation, and digital tools to modernize contact center operations. Anticipates business needs and drives forward-looking solutions.

• Bachelor’s degree (Business, Technology, or related field preferred) or equivalent.
• 5+ years of BPO/BPS Operations contact center experience.
• 10+ years in a leadership role managing teams within contact center environment.
• Experience in multi-channel support environments and contact center technologies.
• Exposure to financial services / Life & Annuity BPS/BPO operations.
• Experience working in compliance-driven environments (e.g., regulatory, audit, risk frameworks).
• Familiarity with AI and automation tools for contact center optimization.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive. If you are an applicant from the United States, Guam, or Puerto Rico, DXC Technology Company (DXC) is an Equal Opportunity employer.

All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, veteran status, genetic information, citizenship status, or any other basis prohibited by law. We participate in E‑Verify.