Training Manager (BPO Healthcare)

Role Summary

Under general guidance and mentoring, the Training Manager provides day-to-day oversight of a team to ensure high-quality service delivery, operational efficiency, and compliance with established policies and procedures. This role leads and develops direct reports, supports performance management, and drives continuous improvement through audits, reporting, and special projects aligned to business needs.

Key Responsibilities

Provide daily leadership and oversight with a team unit, ensuring service standards, productivity, and quality goals are met.

Establish, document, and maintain departmental policies and procedures; partner with stakeholders to improve workflows and standardize best practices.

Conduct routine audits and quality reviews to monitor efficiency, accuracy, and compliance; identify trends and implement corrective actions as needed.

Prepare and deliver specialized reports (e.g., performance, quality, compliance, operational metrics) and present insights/recommendations to leadership.

Manage escalations and support resolution of complex customer issues while reinforcing consistent service practices.

Lead and participate in special projects as assigned, based on business priorities (process improvements, implementations, pilots, or cross-functional initiatives).

Hire, onboard, train, coach, and develop direct reports; provide ongoing feedback, counseling, and performance evaluations.

Promote a positive team culture focused on accountability, customer experience, and continuous improvement.

Qualifications

Minimum of 5 years of experience in a progressively complex customer service environment including demonstrated leadership or supervisory responsibilities (Can accommodate undergraduates with at least 5 years strong leadership training experience)

Training Strategy: Sets the overall training direction, identifies needs, defines goals, builds the roadmap, and ensures training supports key operational KPIs.

Training Execution: Delivers training end-to-end, creates/updates materials, facilitates sessions, coordinates logistics, tracks completion, and validates readiness.

Leadership Development: Coaches and develops leads/supervisors, builds leadership capability through mentoring, development plans, and targeted sessions.

Performance Management (Standard KPIs): Manages performance using core metrics, monitors results, identifies gaps, and drives improvements through coaching and action plans.

Stakeholder Management: Partners effectively across teams, communicate clearly, align expectations, escalates risks early, and maintains strong working relationships.

Technology Background (LMS/Workday): Uses LMS and training tools (including Workday) to assign learning, track progress, and pull reports to measure training impact.

BPO Healthcare Experience (Preferred)