Job Description

Job Summary
The Training Manager is responsiblefor managing the operationalactivities of the Learning and Development
(L&D) department supporting Operations.. This roleleads thetraining team, overseesend-to-end training
delivery,and drives continuous improvement in processesand performanceto enhance overall business results
across our Americas sites(San Salvador, Bogota, Honduras, US). The Training Manager works closely with
internal business partnersand clients to ensuretraining effectiveness, operationalefficiency,and alignment with
organizational goals.
Success Measures / KPIs include butare not limited to thefollowing:
● Trainer,agent,and projectattrition rates from training to 0-60 days in production
● Training efficiency improvements impacting new hire percent to goal, ,speed to proficiency and top KPIs
and production metrics
● Training effectivenessand readiness metricsensuring compliance with clientand company performance
metrics
● Training development,engagementand performancescores of training staff

Key Responsibilities:
Leadership & Team Management
● Develop, lead,and managethetraining team,ensuring high levels of performance,engagement,and
accountability.
● Provideleadership through coaching, performance management,and partnering with Coreand
Capability for talent development initiatives.
● Createand maintain a positive, inclusive,and motivating work environment.
● Managestaff in accordance with company policies, procedures,and client requirements.

Training Operations & Delivery
● Overseeallaspects of training delivery,ensuring consistency, quality,and adherenceto standards.
● Ensuretraining programseffectively support operational goalsand clientexpectations.
● Monitor trainerand trainee performanceand implement correctiveactionsas needed.
● Adhereto thecompany’s key performance objectives, indicators, metrics,and ratios to ensure maximum
team performance.
● Maintain accountability for training departmentattrition, including trainers,agents,and overall project
attrition.
● Track,analyze,and report training performance metrics to leadership and stakeholders.
Process Improvement & Efficiency
● Utilizesystems, tools,and procedures to improvethe operating quality and efficiency of the Learning and
Development department.
● Continuously evaluatetraining processes to improveefficiency,accuracy,and scalability.
● Design, implement,and sustain process improvements that positively impact performanceand
bottom-lineresults.
Stakeholder & Client Partnership
● Work closely with internal business partnersand clients to addressand resolvetraining-related issues.
● Align training initiatives with operational needs, performance gaps,and client metrics.
● Serveasa key point of contact for training concernsand improvement initiatives.
Required Skills & Competencies
● Strong leadership and people management skills
● Process improvementand operationalexcellence mindset
● Excellent stakeholderand client management skills
● Data-driven decision-making and performance management
● Strong communication, coaching,and influencing abilities

Experience & Education
● At least3 years managerialexperiencein Training fora BPO Company
● Willingness to support multiplesites
● Willingness to traveland preferable hasa US Visa
● Proven experience managing training teams in a BPO, shared services, or similarenvironment
● Experience overseeing large-scaletraining delivery and operational metrics