Job Summary
The Training Manager is responsible for managing the operational activities of the Learning and Development
(L&D) department supporting Operations.. This roleleads thetraining team, overseesend-to-end training
delivery,and drives continuous improvement in processesand performanceto enhance overall business results
across our Americas sites(San Salvador, Bogota, Honduras, US). The Training Manager works closely with
internal business partnersand clients to ensuretraining effectiveness, operationalefficiency,and alignment with
organizational goals.
Success Measures / KPIs include but are not limited to the following:
- Trainer, agent, and project attrition rates from training to 0-60 days in production
- Training efficiency improvements impacting new hire percent to goal, ,speed to proficiency and top KPIs
and production metrics
- Training effectiveness and readiness metrics ensuring compliance with client and company performance metrics
- Training development, engagement and performance scores of training staff
Key Responsibilities:
Leadership & Team Management
- Develop, lead, and manage the training team, ensuring high levels of performance, engagement, and
accountability.
- Provide leadership through coaching, performance management, and partnering with Core and
Capability for talent development initiatives.
- Create and maintain a positive, inclusive, and motivating work environment
- Manage staff in accordance with company policies, procedures, and client requirements
Training Operations & Delivery
- Oversee all aspects of training delivery, ensuring consistency, quality, and adherence to standards
- Ensure training programs effectively support operational goals and client expectations
- Monitor trainer and trainee performance and implement corrective actions as needed
- Adhere to the company's key performance objectives, indicators, metrics, and ratios to ensure maximum
team performance.
- Maintain accountability for training department attrition, including trainers, agents, and overall project
attrition.
- Track, analyze, and report training performance metrics to leadership and stakeholders
Process Improvement & Efficiency
- Utilizesystems, tools,and procedures to improvethe operating quality and efficiency of the Learning and
Development department.
- Continuously evaluatetraining processes to improveefficiency,accuracy,and scalability
- Design, implement,and sustain process improvements that positively impact performanceand
bottom-lineresults.
Stakeholder & Client Partnership
- Work closely with internal business partnersand clients to addressand resolvetraining-related issues
- Align training initiatives with operational needs, performance gaps,and client metrics
- Serveasa key point of contact for training concernsand improvement initiatives
Required Skills & Competencies
- Strong leadership and people management skills
- Process improvementand operationalexcellence mindset
- Excellent stakeholderand client management skills
- Data-driven decision-making and performance management
- Strong communication, coaching, and influencing abilities
Experience & Education
- At least 3 years managerial experience in Training fora BPO Company
- Willingness to support multiplesites
- Willingness to traveland preferable hasa US Visa
- Proven experience managing training teams in a BPO, shared services, or similarenvironment
- Experience overseeing large-scaletraining delivery and operational metrics
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