Job Description We are seeking a Training Manager to play a key leadership role during a large program launch and then manage a training department in support of a large US-based wireless customer. Main Responsibilities: - Plans new hire training, including class and trainer assignments. - Manages trainee performance and graduation rates during classroom training and early production call handling/nesting. - Completes formal classroom observation and frequently evaluates trainer effectiveness. - Coaches trainers to optimal performance. - Attends trainer the trainer sessions and supports ongoing training and education of over 700 agents. - Manages team members to achieve program initiatives as well as individual skill development. - Identifies key areas of opportunity, implements, and measures change. - Participates in and/or contributes to business presentations as needed. - Attends client meetings. - Prepares reports for clients and internal site leadership. - Expresses self through professional appearance and presentation. - Demonstrates confident and commanding presentation skills. - Communicates, trains, and teaches using positive, respectful, and clear written and verbal communication means. - Capable of interacting with a wide variety of internal/external individuals at all levels. - Exhibits a solid understanding of performance management and employee development strategies. - Results-oriented with an established track-record. - Illustrated ability to manage multiple priorities and projects in a team environment. - Experience in a Call Center Environment and/or Call Center Management. - Proficiency in Microsoft Office, particularly Word, PowerPoint, and Excel. - Understands the importance of flexibility to work long and irregular hours, strong analytical and problem-solving skills, and interest in call center operations.