Call Center Training Manager

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