Training Manager

Job Overview
The Training Manager (TM) is an integral part of our success, ensuring that all newly hired employees
have a world class onboarding and training experience to prepare them to represent Transparent BPO
and our Clients with excellence, and that ongoing training ad development facilitates the success of each
individual and of TBPO.

The TM leads a team of trainers who are responsible for ensuring that new hires can effectively utilize
the companywide systems, understand the Values and policies of the company and are able to
demonstrate human level skills that will lead to customer and client satisfaction. The TM will ensure all
course completion is tracked in our Online Learning Portal and that courses and trainers are regularly
evaluated to assess the effectiveness of our program, to enable an effective transition from training to
production.

The TM will ensure all trainers are certified to effectively facilitate courses utilizing training best
practices, and then provide ongoing coaching and feedback to each trainer. In addition, the TM
supports the Operations team on new program/client launches and works to identify skill or experience
gaps across programs, to continuously improve the service we provide. The TM will work with the
Digital Content Team to recommend new content to meet the identified needs,

The TM will partner in cross functional training initiatives for basic skills, processes and systems training,
and support Leadership training activities for our new and emerging leaders.

Responsibilities and Duties

• Provide a world class initial TBPO onboarding and training experience to new team
members across functions, to build teamwork and loyalty to TBPO
• Partner with Recruiting team to ensure readiness of training resources (trainers,
virtual/physical rooms and collateral)
• Certify, guide and monitor trainers in effective facilitation techniques to enable agents
to meet their learning objectives; provide feedback for ongoing trainer skills
enhancement
• Measure effectiveness of training through skills assessments, practical application
activities, focus groups and post training surveys to identify areas of focusManage the Learning Portal paths for New team members, ensuring everyone
completes the compliance and learning requirements before moving forward
• Develop teaching aids such as Quick Reference Guides, multimedia visual aids, and
reference materials to impact diverse learning styles
• Ensure a world class “Launch Pad” mentoring experience as new hires transition from
the Program training classroom to production
• Ensure strategic alignment of the training team with client and business goals
• Serve as an active member of the local Operations Leadership team to understand the
business needs and ensure that training is an integral part of new and ongoing programs
and performance improvement initiatives
• Partner with OMs, and CSMs to identify agent skills gaps; design and deliver ongoing
Agent training solutions for soft skills development, acculturation, and language skills
• Support enterprise-wide foundational leadership training, participating in Train the
Trainer sessions and facilitating basic leadership sessions for emerging leaders
• Operate within the allocated budget and find solutions to implement the required
training
• Lead and participate in additional projects as needed.

Required Knowledge and Skills

• Demonstrated excellence in Training facilitation techniques for both classroom and virtual
• Demonstrated strong verbal and written communication skills
• Ability to manage multiple, complex, on-going tasks and projects
• Ability to lead and partner successfully with training partners and cross functional teams,
including HR, Operations and Client Services
• Is open, honest, and empathetic manner when dealing with people
• Is persuasive, encouraging, and motivational when giving feedback to others and receives
feedback appropriately
• Strong attention to detail and desire to follow procedures
• Demonstrated excellent customer service and positive interpersonal skills
• Ability to work and collaborate with employees at all levels within different roles
• Strong analytical, problem-solving, and decision-making skills
• Working knowledge of database applications such as MS Office (Excel, Outlook, PowerPoint) and
ability to quickly learn company technology (BambooHR, Replicon, etc.)
• High customer service and sales orientation
• High level of integrity, honesty, and judgment
• Able to meet productivity demands with a high degree of adaptability and flexibility in a fast
paced, rapidly changing environment
• Experience working both independently and in a team-oriented, collaborative environment is
essential.

Evaluation of Performance

The Training Manager (TM) will be evaluated regularly to ensure the position is positively
impacting trainer and agent skill development for new employees across programs and
functions. The TM will observe and provide feedback to trainers, tracking and reviewing their
success in these metrics: new hire course completion, test scores, observational assessment
feedback, graduation rate, achievement of goals in Launch Pad, retention and readiness to join
production team in specified time frame. The TM will also be evaluated through feedback
from the Vice President of Training and Site Operations Leadership on their ability to identify
and address skill and knowledge gaps across programs and functions and help design and
execute training solutions. Additionally, they will be evaluated on the successful facilitation and
follow up for training emerging leaders, mentors and trainers. Teamwork, decision-making, and
knowledge of all phases of the job are critical success factors.

Reporting Structure

The Training Manager will have a dual matrix reporting relationship:
• By location: TM will be a valued support partner for the Operations team and will
function in a supporting role to Site Operations Leadership to ensure that training is an
integral part of new and ongoing programs and performance improvement initiatives

➢ By Function: TM will report directly to Vice President of Training and Development and
partner with TM Peers to ensure consistency of training delivery and outcomes across
the Global organization.

Education/Experience
• Bachelor’s Degree in Education, Business Management or related area of study, or
equivalent combination of education and/or relevant work experience
• Strong understanding of adult learning theory, learning methods and experience
applying a variety of development approaches
• Related work experience leading a team of training and development professionals.
• Proven experience in identifying training needs, designing a learning solution and
evaluating results.
• Demonstrated experience in training and developing new hires to become productive
employees
• Experience in the Call Center or Sales or Service-related industry a plus, but not a
requirement.
• Microsoft Office skills (Word, PPT and Web Proficiency a must; Excel skills a plus)


Closing Date
8/28/2026