Design, implement, and maintain training programs for new hire onboarding, product knowledge, sales performance, quality initiatives, compliance, and ongoing call center development.
Conduct needs analyses to identify skill gaps and training priorities aligned to call center KPIs and business objectives.
Develop engaging, modern learning content using adult learning and instructional design best practices.
Measure training effectiveness through assessments, certifications, and performance insights, and provide recommendations to leadership.
Lead the delivery of all call center training initiatives to ensure employee readiness and performance.
Partner with Operations, HR, Recruiting, Marketing, IT and cross-functional teams to align training with current and future initiatives.
Monitor operational metrics and proactively recommend training-based interventions to improve results.
Own the call center communication strategy, ensuring clear, accurate, and timely messaging. Assess the effectiveness of communication strategies.
Serve as the strategic owner and administrator of the LMS (Docebo) for operations, overseeing content governance, reporting, and user experience.
Partner with teams to expand digital learning, ensure compliance tracking, and leverage new LMS capabilities.
Lead, coach, and develop a team of trainers, fostering a culture of quality and continuous improvement.

Bachelor’s degree in a related field.
3–5 years of experience in call center training or learning and development.
Strong instructional design, curriculum development, and communication skills.
Proven leadership, coaching, and project-management abilities.
Expert with learning technologies (LMS experience required; Docebo & NiCE CxOne Omnichannel).
Excellent written, verbal, and presentation skills.
ATD/ASTD certification preferred or willingness to pursue.

Manager, Learning and Development

Key skills