Training Manager
hace 1 semana
**We’re Hiring: Training Manager - Call Center**
Are you passionate about **empowering teams** and driving **exceptional customer service** through training and development? We're looking for a **Training Manager** to design and implement high-impact learning programs that enhance **agent performance** and customer satisfaction in a fast-paced **e-commerce** environment.
**What You’ll Do**
- Develop, implement, and oversee **training programs** for call center staff.
- Facilitate **onboarding programs** to set new hires up for success.
- Identify **skill gaps** and create customized learning solutions to address them.
- Deliver **interactive training sessions, workshops, and e-learning courses**.
- Track training effectiveness using **KPIs, performance data, and feedback**.
- Partner with leadership to align training initiatives with **business goals**.
- Keep training materials updated to reflect **new processes, tools, and policies**.
- Provide **coaching and mentoring** to enhance team performance.
- Manage the **Learning Management System (LMS)** and maintain accurate training records.
- Stay ahead of industry trends and best practices in **e-commerce customer engagement**.
**What You Bring to the Table**
- Experience in **developing and delivering training programs** for customer service teams.
- Strong **facilitation and public speaking skills**.
- Knowledge of **adult learning principles and training methodologies**.
- Familiarity with **e-learning platforms and LMS tools**.
- Ability to measure **training impact using KPIs and feedback**.
- Exceptional **coaching and mentoring abilities**.
- Understanding of **e-commerce customer engagement strategies**.
- Strong **project management and time management skills**.
**What We’re Looking For**
- Bachelor’s degree in **Education, Human Resources, or a related field**.
- 5+ years of experience in **call center training or a similar role**.
- Proven success in designing training programs for **customer service teams in e-commerce/retail**.
- Certification in **training or coaching** (e.g., ASTD, CPTM) is a plus.
- Track record of **enhancing agent performance and customer satisfaction through training initiatives**.
Pay: $25,000.00 - $35,000.00 per month
Ability to commute/relocate:
- 76180, El Jacal, Qro.: Reliably commute or planning to relocate before starting work (required)
**Language**:
- English (required)
Work Location: In person
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