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Call Center Training Manager

Role overview

Qualifications

  • Bachelor's degree in Education, Business, Human Resources, or related field
  • 7 plus years of experience in training and development in a contact center environment
  • 3-5 years in a training leadership role
  • Experience managing training programs for large teams (100 plus FTEs)

Responsibilities

  • Develop and oversee all training for contact center staff
  • Create and update training materials covering customer service, systems, and DOL programs
  • Ensure new hires are fully trained and certified before handling live interactions
  • Provide refresher and advanced training to improve staff performance

Key facts

Other skills

  • Quality Assurance
  • Communication
  • Team Leadership
  • Record Keeping

About the company

ITCON Services logo

ITCON Services

ITCON Services is a dynamic consulting company that provides innovative technology and management solutions to its customers. Our core philosophy is to listen to our customers, understand their requirements and develop a world-class solution that exceeds their expectations. We routinely go beyond what is considered exceptional work, redefining the standard for what quality service delivery should be. As a young, small, and aggressive company, we attract some of the best minds in the consulting business who possess an extraordinary ability to quickly adapt to and address our customers' changing needs. We value and respect our employees, who are unconditionally committed to the highest standards of ethical behavior, professional integrity, and the creation of quality products. At ITCON Services, we strive hard to establish and maintain long-term relationships with our customers as well as with our employees

Company details

Company size51 - 200

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Job description

The Training Manager is responsible for designing, developing, implementing, and managing the comprehensive training program for all contact center personnel supporting the DOL National Contact Center (NCC).
This role ensures that Customer Service Representatives (CSRs), supervisors, and support staff are fully trained to deliver accurate, consistent, and high-quality customer service across all communication channels, while complying with DOL policies, federal regulations, and contract requirements.
  • Manage training program: Develop and oversee all training for contact center staff.
  • Design curriculum: Create and update training materials covering customer service, systems, and DOL programs.
  • Lead onboarding: Ensure new hires are fully trained and certified before handling live interactions.
  • Deliver ongoing training: Provide refresher and advanced training to improve staff performance.
  • Evaluate effectiveness: Measure training results and improve programs based on performance data and feedback.
  • Support operations & QA: Address skill gaps by aligning training with QA findings and operational needs.
  • Maintain records & compliance: Track training completion and ensure adherence to contract and federal requirements.
  • Oversee training resources: Manage trainers, facilities, and training tools.
Education
  • Bachelor's degree in Education, Business, Human Resources, or related field
  • Equivalent experience may be considered
Experience
  • 7+ years of experience in:
    • Training and development in a contact center environment
  • 3–5 years in a training leadership role
  • Experience managing training programs for:
    • Large teams (100+ FTEs)
  • Experience with:
    • Multi-channel contact center operations
    • Federal or regulated environments (preferred)
Certifications (Preferred)
  • Certified Professional in Learning and Performance (CPLP)
  • Instructional Design certification
  • Six Sigma / Lean

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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