Call Center Training Manager

Responsibilities

• Design, develop, implement, and manage the comprehensive training program for all contact center personnel supporting the DOL National Contact Center.
• Ensure Customer Service Representatives (CSRs), supervisors, and support staff are fully trained to deliver accurate, consistent, and high-quality customer service across all communication channels, while complying with DOL policies, federal regulations, and contract requirements.
• Manage training program: Develop and oversee all training for contact center staff.
• Create and update training materials covering customer service, systems, and DOL programs.
• Lead onboarding: Ensure new hires are fully trained and certified before handling live interactions.
• Deliver ongoing training: Provide refresher and advanced training to improve staff performance.
• Evaluate effectiveness: Measure training results and improve programs based on performance data and feedback.
• Support operations & QA: Address skill gaps by aligning training with QA findings and operational needs.
• Maintain records & compliance: Track training completion and ensure adherence to contract and federal requirements.
• Oversee training resources: Manage trainers, facilities, and training tools.

Requirements

• Bachelor's degree in Education, Business, Human Resources, or related field
• Equivalent experience may be considered
• Experience 7+ years of experience in: Training and development in a contact center environment
• 3–5 years in a training leadership role
• Experience managing training programs for: Large teams (100+ FTEs)
• Experience with: Multi-channel contact center operations
• Federal or regulated environments (preferred)
• Certifications (Preferred): Certified Professional in Learning and Performance (CPLP), Instructional Design certification, Six Sigma / Lean