Job Description

Position Overview:

The Customer Service Training Manager

is responsible for developing, implementing, and overseeing training programs that equip customer service representatives with the knowledge and skills to deliver exceptional service. This role combines instructional design, leadership, and performance management to drive customer satisfaction and operational excellence.

Key Responsibilities:

Training Program Development

Design and implement onboarding and continuous training programs for customer service teams. Create training materials including manuals, e-learning modules, videos, and workshops. Update training content based on product updates, policy changes, or customer feedback.

Training Delivery & Facilitation

Conduct in-person and virtual training sessions for new hires and existing staff. Partner with team leads to identify performance gaps and provide targeted training interventions.

Performance & Quality Monitoring

Monitor service quality metrics and collaborate with QA teams to improve agent performance. Develop assessments, quizzes, and evaluations to measure training effectiveness.

Team Management

Lead and mentor a team of trainers and instructional designers (if applicable). Coordinate training schedules and manage training resources.

Cross-Functional Collaboration

Work closely with Product, Operations, and HR to ensure training is aligned with business needs. Provide input into customer service policies, scripts, and escalation procedures.

Reporting & Analysis

Analyze training ROI and make data-driven recommendations for improvements. Report on training outcomes, agent performance improvements, and feedback trends.

Qualifications:

Bachelor's degree in Education, Human Resources, Business Administration, or a related field. 5+ years in customer service, with at least 2-3 years in a training or managerial capacity. Experience with Learning Management Systems (LMS) and instructional design tools. Strong presentation, coaching, and interpersonal skills. Knowledge of customer service software (e.g., Zendesk, Salesforce Service Cloud) is a plus. Certification in training or instructional design (e.g., CPTM, ATD) is preferred.

Key Skills:

Leadership and team development Instructional design and training delivery Excellent communication and presentation abilities Analytical thinking and performance evaluation Project management

Working Conditions:

Office environment with occasional travel for multi-site training (if applicable) Flexibility to accommodate training sessions across different time zones (for global teams)
Job Type: Full-time