Training Manager- Customer Service

Role Overview:

The Training Manager will be responsible for driving the learning strategy across customer service to ensure high performance and consistent service delivery. The primary objective of this role is to improve

customer interaction quality across all channels. The manager will oversee New Hire Training (NHT), certifications, and tenured agent upskilling, while maintaining robust governance on SOPs, templates, and

training content. This role will also partner on customer service projects & initiatives.

Key Responsibilities:

Training Operations

• Oversee New Hire Training (NHT), certifications, and tenured agent upskilling across vendor sites.
• Maintain training throughput 90%, ensuring agents are certified and production-ready on time.
• Review Training Need Identification (TNI) and design focused learning paths to close gaps impacting customer experience. Partner with customer service QA and Operations to analyze error trends and integrate findings into training interventions.
• Track training effectiveness using performance dashboards and feedback loops from QA and Operations.
• Regularly review customer communication templates - emails, chats, chatbots, and automated emails to ensure accuracy, empathy, and alignment with brand voice.

Vendor & Stakeholder Management

• Manage and audit training performance across multiple call centre partner sites.
• Conduct monthly governance reviews with call centre leadership and internal stakeholders to drive accountability and performance.
• Review partner trainers performance to deliver engaging, high-impact learning experiences.

Process & Content Governance

• Maintain and update process SOPs, ensuring timely cascading of changes to all partner sites.
• Oversee all training modules and lesson updates, ensuring content reflects current processes and customer scenarios.
• Ensure 100% compliance with version control and documentation standards.

Projects & Innovation

• Collaborate with Product and Operations on Customer Service projects, eg improving chatbot flow design, AI tool integration, and automation initiatives to enhance both customer experience and agent effectiveness.
• Test and validate the agent-facing experience of chatbots, AI tools, and automation workflows before deployment to ensure they are intuitive and agent-friendly.

Qualifications & Skills:

• Bachelors degree in Business, Communications, Human Resources, Education or related field (Masters preferred).
• 5-8 years of experience in Customer Service training and development / L&D roles, with 3+ years in a supervisory/managerial capacity.
• Deep understanding of customer service/ contact center environment, agent performance metrics, and customer experience principles.
• Proven track record of designing, delivering and evaluating training programmes (including onboarding, upskilling) that tie into business performance.
• Proven ability to manage projects involving AI tools, chatbots, and process automation.
• Familiarity with training technology: Learning Management Systems (LMS), e-learning tools, virtual/classroom training, and tracking training metrics.