Call Center Training Manager

Key Responsibilities

• 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

Qualifications

• 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
• PREFERRED: 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