Training Manager

Overview

Location: Remote (At-Home)

Date: January 2026

Schedule: Full-Time | Minimum 40 hours per week

Department: Operations

Reports to: Director of Call Center

The Training Manager is responsible for designing, delivering, and continuously improving training programs for inbound and outbound call center agents and managers. This role ensures agents are fully prepared to deliver consistent, high-quality customer experiences on behalf of automotive dealership partners. The Training Manager works closely with Operations, QA, Workforce Management, and Leadership to align training with performance goals, process changes, and business growth.

This is a hands-on role ideal for a detail-oriented accounting professional who thrives in a fast-paced, service-based environment.

• Own and deliver structured onboarding programs for inbound and outbound agents
• Maintain training schedules, agendas, and completion tracking
• Ensure all new hires are certified and production-ready before live calls
• Partner with Ops and WFM to align training timelines with staffing needs

• Develop refresher training, upskilling sessions, and performance-based training
• Create targeted coaching plans based on QA results, call trends, and KPIs
• Support agents returning from leave, performance plans, or role transitions
• Build training paths for career progression (Agent → Lead → Manager)

• Create and maintain training materials (slides, scripts, playbooks, SOPs)
• Update documentation as processes, systems, or dealership requirements change
• Collaborate with QA to ensure training aligns with scorecards and expectations
• Maintain a centralized training library (Trainual / Google Drive / LMS)

• Partner with QA to identify training gaps and recurring call issues
• Track training effectiveness using KPIs (QA scores, ramp time, call outcomes)
• Reduce time-to-proficiency for new hires
• Support calibration sessions with Ops and Leadership

• Support manager coaching consistency and training delivery standards
• Train managers on how to coach, give feedback, and use QA tools effectively
• Assist with leadership development and internal promotions

• Work closely with Operations, IT/Internal Systems, Account Management, and QA
• Support dealership-specific training needs and rollouts
• Assist with system changes, scripting updates, and new service launches

• 3-5 years of call center training or enablement experience
• Experience training inbound and outbound customer service or sales teams
• Strong understanding of QA, coaching, and performance management
• Excellent facilitation, communication, and documentation skills
• Experience working with remote teams
• High attention to detail and strong organizational skills

• Automotive dealership or BDC experience
• Experience with call center systems, CRMs, and QA tools
• Experience building training programs from the ground up
• Familiarity with LMS platforms (Trainual, Lessonly, etc.)

• Must have existing high speed Internet access at home minimum 1GB directly plugged into router
• Quiet, noise-free home office space, free of distractions
• Computer Specs - Must have 2 Screens
  • 1.4 GHz or higher Intel Core 2 Duo processor or compatible
  • 2 GB of RAM recommended minimum
  • Google Chrome Installed

• Standing, sitting, vision, close-up work, extensive computer work, speaking on the phone