Job Title: Training Manager
We are seeking a strategic and visionary Training Manager to lead our Learning and Development department. The ideal candidate will move beyond delivery to oversee the entire L&D lifecycle, ensuring that training programs are not only passion-driven but also aligned with organizational business goals and client-specific performance standards. You will lead a team of specialists to empower employees for their next career steps while maintaining high-quality results across all learning interventions.
Key Responsibilities
Strategic Planning: Build the annual training roadmap and oversee the preparation of comprehensive teaching plans across multiple accounts or departments.
Team Leadership: Direct and mentor L&D Specialists, overseeing their production of instructional materials, aids, and manuals while monitoring the quality of their results.
Stakeholder & Client Alignment: Ensure all training initiatives are strictly aligned with Client programs and internal company procedures, acting as the primary point of contact for client calibration.
Operational Oversight: Manage the delivery of training courses and orientation sessions, ensuring new hires are seamlessly acclimated to the business culture and requirements.
Effectiveness & ROI: Design and implement frameworks to assess training effectiveness, ensuring the incorporation of taught skills into employee work behavior and measuring the business impact.
Program Evaluation & Innovation: Periodically evaluate ongoing programs to reflect industry changes and integrate new trends and tools in employee development into the curriculum.
Compliance & Safety: Take personal responsibility for ensuring the entire training team understands and complies with company and client Health, Safety, and Security protocols.
Typical Qualifications
Education: College degree in HR Management, Organizational Psychology, or a relevant field (highly preferred).
Certificates: TTT certificate is a must.
Language Proficiency:
Advanced level of English (at least C1) both verbal and written.
Additional EU Language is a significant plus.
Experience Target:
Minimum of 3–5 years in a Learning & Development role, with at least 1–2 years in a supervisory or management capacity within the customer service or BPO industry.
Managerial Skills & Knowledge
Analytical Thinking & Pressure: Ability to analyze departmental performance metrics and maintain flexibility while working under high-pressure deadlines.
Advanced Communication: Excellent facilitation, influencing, and interpersonal skills, with the ability to interact positively and authoritatively with staff and leadership at all levels.
Leadership & Motivation: Strong ability to drive employee motivation and lead a people-oriented team culture.
Structured Management: A highly structured way of working, demonstrating reliability and the ability to perform duties with minimal supervision while managing a team.
Service Orientation: Maintaining a strong customer and service orientation to meet the demanding requirements of hiring managers and clients.
Foundever® is the next-generation service leader reinventing customer experience (CX). Our 150,000 people working across +45 countries partner with industry-leading brands to deliver integrated CX, digital operations and data solutions.
Each year we power 3.3 billion conversations in +60 languages to help more than 800 of the world’s top brands keep their promise in the moments that matter most. We simplify the complex CX landscape with scalable solutions that deliver seamless human experiences and solve real business and industry challenges. Using our people-led, technology-enabled and data-powered approach, we optimize and transform the customer and agent experience – changing the way things are done.
