CX Training Manager

What You’ll Do

• Lead, coach, and develop a team of internal trainers/facilitators, setting clear performance standards for delivery quality, engagement, and knowledge transfer
• Own day-to-day training delivery operations across internal and BPO sites, ensuring consistent pacing, content fidelity, and graduation standards
• Partner cross-functionally with Quality and CX stakeholders to identify operational gaps, synthesize feedback, and drive iterative improvements to training processes aligned with evolving department needs
• Conduct regular trainer and classroom observations (internal and BPO) using a standardized rubric; provide coaching, calibration, and corrective action as needed
• Analyze training performance metrics (assessment scores, nesting KPIs, AHT ramp, quality scores, attrition during training) to identify learning gaps and drive continuous improvement
• Serve as the primary point of contact for BPO training managers, holding partners accountable to delivery standards (in partnership with vendor management), SLAs, and graduation criteria while managing co-employment boundaries appropriately
• Lead calibration sessions across internal and BPO trainers to ensure consistent scoring and shared understanding of what “ready for production” looks like
• Establish facilitation standards and coaching practices that create engaging learning experiences across all delivery modalities
• Manage escalations related to trainer performance, cohort risk, or BPO delivery gaps, balancing partnership with accountability
• Conduct periodic site visits/audits of BPO facilities to validate in-person adherence to standards not visible remotely

What You Bring

• 5+ years in training/development within a contact center or similar operations environment, including 3+ years managing trainers/facilitators
• Proven experience overseeing training delivery across outsourced/BPO partners, including navigating co-employment considerations
• Strong grasp of adult learning principles and instructional design fundamentals (though not the primary content creator)
• Data fluency - comfortable pulling and interpreting training/performance metrics to make delivery decisions
• Strong project management and planning skills, with the ability to balance competing priorities across a complex, multi-stakeholder training environment
• Excellent coaching, calibration, and stakeholder communication skills across internal and external audiences
• Experience with formal observation/calibration frameworks
• Familiarity with Learning Management Systems (though not the primary administrator)
• Experience training in multichannel support environments (voice, chat, email)