Job Description

:

Foundever(TM) is a global leader in the customer experience (CX) industry. With 170,000 associates across the globe, we're the team behind the best experiences for +800 of the world's leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Position Overview

The Training Manager is responsible for leading the end-to-end training function for a large US-based telecom program within the contact center. This role ensures that all new hires, existing staff, and leadership are equipped with the knowledge, skills, and tools needed to deliver an exceptional customer experience. The Training Manager will oversee training strategy, implementation of large-scale projects, curriculum development, and continuous performance improvement.

Key Responsibilities

1. Training Strategy & Program Management

Develop and implement training strategies aligned with client requirements and business goals. Lead large-scale training projects including

new account implementations, pilot programs, client migrations, and wave launches

. Conduct needs assessments to identify training gaps and propose actionable solutions. Create training plans, timelines, and resource allocation for large groups (new hire batches, cross-training, upskilling).

2. Training Operations Management

Oversee daily training operations across multiple classes (virtual or onsite). Ensure training delivery quality, classroom performance, and readiness metrics are met. Design and maintain training reports, dashboards, and performance trackers. Coordinate with Workforce, Operations, and Recruitment to align training schedules with staffing requirements.

3. Curriculum Development & Content Quality

Develop, customize, and update training materials (modules, SOPs, e-learning, assessments). Ensure materials comply with US telecom processes, tools, and compliance requirements. Partner with Quality and Ops to align training with performance gaps and customer pain points.

4. People Leadership

Manage a team of Trainers, Training Supervisors/Leads, and SMEs. Provide coaching, performance reviews, and professional development plans. Ensure training teams adhere to instructional best practices and facilitation standards.

5. Stakeholder Management

Act as the main point of contact for

US clients

, internal leaders, and cross-functional partners. Participate in client calls, business reviews, calibration sessions, and implementation planning meetings. Present training results, insights, and recommendations to leadership.

6. Performance & Continuous Improvement

Analyze training performance metrics (Knowledge checks, NPS, nesting performance, ramp KPIs). Translate insights into action plans to improve classroom effectiveness and post-training outcomes. Drive initiatives to improve

first-call resolution, customer satisfaction, quality scores, and operational readiness

.

Required Qualifications

Minimum 7-9 years of experience

in BPO or Call Center training roles.

At least 2-3 years leading training teams or managing training projects.

US account experience is mandatory.

Telecom experience is mandatory

(wireless, broadband, mobility, or cable services preferred). Strong background in training delivery, adult learning principles, and instructional design. Proven expertise in managing

large-scale training projects

or new account launches. Excellent communication, presentation, and stakeholder management skills. Ability to work in fast-paced, high-volume environments.

Preferred Qualifications

Experience working with global clients. Certification in training, facilitation, or project management (e.g., COPC, Train-the-Trainer, PMP). Knowledge of LMS systems and digital learning tools. Strong analytical and reporting skills.

Work Location

Based in Egypt (Nasr City / Maadi depending on your operations). Flexibility to work US hours

What Success Looks Like

Smooth execution of training waves and implementations. High-quality training delivery and improved agent performance. Strong partnership with operations and clients. * Ready and scalable training function that supports business growth.